Lead Customer Service Representative (Must Reside within Virginia)

CNSI and Kepro are now Acentra Health! Acentra Health exists to empower better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact.

Lead the Way is our rallying cry at Acentra Health. Think of it as an open invitation to embrace the company’s mission, actively engage in problem-solving, and take ownership of your work daily. Acentra Health offers you unparalleled opportunities. In fact, you have all you need to take charge of your career and accelerate better outcomes – making this a great time to join our team of passionate individuals dedicated to being a vital partner for health solutions in the public sector.

Acentra seeks a Lead Customer Service Representative to join our growing team!

Job Summary

As a Lead Customer Service Representative, you will play a pivotal role in our Customer Service Department, providing essential support to the Supervisor in overseeing the customer service team and operations. Your responsibilities will include maintaining a thorough understanding of internal policies, procedures, and services across both departmental and operational levels. You will assist in monitoring and ensuring the productivity and quality standards of the department, ensuring that contract deliverables are met within budgetary constraints.

Job Responsibilities:

• Monitors and directs the daily workload of the customer service team, ensuring that performance standards are consistently met.
• Monitors service calls to assess employee demeanor, technical accuracy, and adherence to company policies.
• Resolves issues and addresses customer complaints received through incoming calls.
• Assists in the training and onboarding of new customer service staff.
• Consults with the Supervisor, Customer Service, on complex or unresolved issues.
• Handles inquiries from customers or providers via telephone, email, fax, or mail, ensuring responses are provided within the required turnaround times.
• Engages with hospitals, physicians, beneficiaries, and other program recipients to ensure effective communication and service delivery.

The list of accountabilities is not intended to be all-inclusive and may be expanded to include other duties that management may deem necessary.

Required Qualifications/Experience:

• Minimum of three years of demonstrated customer service experience in a healthcare or insurance environment, with transferable skills relevant to this position.
• Experience in preparing cases for medical review, familiarity with medical terminology, and knowledge of quality assurance practices.
• Previous experience in workload management and supervisory roles is strongly preferred.

• Demonstrates the ability to identify and resolve problems in a timely manner; effectively gathers and analyzes information; excels in group problem-solving situations; maintains a calm and composed demeanor in challenging situations.
• Responds promptly to customer needs; actively seeks customer feedback to enhance service quality; consistently meets service and assistance commitments.
• Speaks clearly and persuasively in both positive and negative situations; actively listens and seeks clarification when needed.
• Contributes positively to team efforts and helps build a cohesive team spirit.
• Proficient in Microsoft software applications including Word, Excel, PowerPoint, and Access.

Why us

We are a team of experienced and caring leaders, clinicians, pioneering technologists, and industry professionals who come together to redefine expectations for the healthcare industry. State and federal healthcare agencies, providers, and employers turn to us as their vital partner to ensure better healthcare and improve health outcomes. 

We do this through our people

You will have meaningful work that genuinely improves people's lives nationwide. Our company cares about our employees, giving you the tools and encouragement, you need to achieve the finest work of your career. 

Thank You!

We know your time is valuable and we thank you for applying for this position. Due to the high volume of applicants, only those who are chosen to advance in our interview process will be contacted. We sincerely appreciate your interest in Acentra Health and invite you to apply to future openings that may be of interest. Best of luck in your search!

~ The Acentra Health Talent Acquisition Team

EOE AA M/F/Vet/Disability

Acentra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by applicable Federal, State or Local law.

Benefits

Benefits are a key component of your rewards package. Our benefits are designed to provide you with additional protection, security, and support for both your career and your life away from work. Our benefits include comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts, and more.

Compensation

The compensation for this role is $20.00 per hour

Based on our compensation program, an applicant’s position placement in the pay range will depend on various considerations, such as years of applicable experience and skill level.

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