Call Center Support Coordinator

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 mission of the company; to actively engage in problem-solving; and to take ownership of your work every day. 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 is looking for a Call Center Support Coordinator to join our growing team.

Job Summary:

The Call Center Support Coordinator will be responsible for delivering exceptional customer service through telephone and email channels, supporting both internal and external customers. This role is essential in ensuring effective communication, accurate information exchange, and maintaining smooth call center operations.

Job Responsibilities:

• Provide support and fulfill information requests via phone calls and emails for internal requests
• Monitor and assist the internal Customer Service Representative (CSR) call queue, handling inbound calls as needed
• Document all calls and queries to track and identify trends
• Manage high call volumes within designated queues
• Assist supervisors in responding to internal emails and escalate issues according to established procedures
• Handle the TTY line queue and transfer calls to the appropriate department for appeals, when necessary
• Document, track, and log any workflow discrepancies, ensuring accurate workflow measurement
• Resubmit failed medical record requests to facilities and plans
• Research and validate CSR errors and provide feedback to the leadership team
• Participate in weekend and evening shift rotations to ensure adequate coverage
• Conduct call quality audits of CSR’s recorded phone calls
• Participate in monthly call quality calibration sessions with leadership

Requirements

• High School Diploma or Equivalent
• Minimum of 1 year of experience in a help desk or triage call center environment

Preferred Qualifications/Experience:

• 2+ years of proven experience with strong interpersonal and communication skills
• 2+ years of experience with Windows desktop operating systems and Microsoft Office
• 1+ years of experience with PRS, E-Board, and QMARS preferred
• Troubleshooting experience and strong problem-solving skills
• Ability to work effectively in a team environment

Benefits

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 across the country. We are a company that cares about our employees, and we give you the tools and encouragement you need to achieve the finest work of your career. 

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 pay range for this position is $17.50 to $19.00 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.” 

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

Visit us at Acentra.com/careers/

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.

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