Call Center Coordinator-SCA

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 Health is looking for a Call Center Coordinator to join our growing team.

Job Summary:

• The Call Center Coordinator will be responsible for providing exceptional customer support through telephone and email channels, catering to the needs of both internal and external customers.

Responsibilities:

• Provide support and fulfill requests for information for internal requests via telephone calls and email requests.
• Monitor the internal CSR call queue to provide support and assistance for inbound calls when required.
• Document all calls/questions made to the internal queue for tracking/trending.
• Assist with heavy call volume within assigned queues.
• Assist Supervisors in responding to internal emails and escalating issues as defined in procedures.
• Document, track, and log discrepancies outside of workflow processes measuring the accuracy of workflow.
• Research and validate errors made by CSRs and provide details back to the leadership team.
• Performs Call Quality Audits of CSR's recorded phone calls
• Participates in monthly Call Quality calibration sessions with leadership team
• Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules.

Required Qualifications

• High School Diploma or Equivalent
• 1+years' experience with a help desk or triaging call center environment

Preferred Qualifications

• 2+ years' experience with Windows desktop operating systems and Microsoft Office required
• 1+ years' experience with PRS, E-Board, and QMARS preferred
• Proven experience providing excellent interpersonal and communication skills

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 listed below.

"Based on our compensation philosophy, 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/

EEO 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.