Call Center & Relations, Supervisor

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.

At Acentra Health, we embrace emerging technologies, including artificial intelligence and advanced analytics that can be utilized to improve processes, enhance decision-making, and drive better health outcomes. We value professionals who are curious about new technologies and motivated to use innovative tools to increase efficiency, quality, and impact in their roles.

Acentra seeks a Call Center Supervisor to join our growing team.

Job Summary:

• Serves as the designated subject matter expert for Professional provider processes and policies, requiring strong knowledge of Professional claim processes, healthcare policy, and member benefits. Translates complex requirements into clear, accurate, and consistent guidance for staff, providers, leadership, and other stakeholders.
• Responsible for the day-to-day leadership, performance, development, and operational oversight of an assigned call center team. This position ensures representatives consistently meet customer service, quality, productivity, schedule adherence, compliance, and service-level expectations while providing coaching, guidance, and accountability necessary to support employee success.
• Manages escalated and complex customer and provider issues, monitors operational performance, identifies trends and risks, supports training and process improvement initiatives, and serves as backup to the Manager for operational and client-facing responsibilities.
• This is an on-site position located in beautiful Cheyenne, Wyoming.

Job Responsibilities:

• Lead and support call center representatives to ensure consistent performance, accountability, and adherence to established standards.
• Manage employee performance through regular coaching, quality reviews, performance evaluations, goal setting, development planning, recognition, and corrective action in accordance with established company policies and procedures.
• Address employee attendance, schedule adherence, performance, and conduct concerns in accordance with established policies and procedures.
• Monitor daily call center operations and performance, including service levels, queue activity, staffing and coverage, schedule adherence, attendance, quality, productivity, and customer experience.
• Identify and address performance trends, operational risks, and service gaps, escalating concerns to management as appropriate.
• Manage escalated and complex calls, resolve customer and provider concerns, and document complaints in accordance with established procedures.
• Serve as the subject matter expert for Professional provider processes and policies, providing clear, accurate, and consistent guidance to staff, providers, and leadership.
• Develop and maintain comprehensive knowledge of Professional claim processes, including submission requirements, claim errors, member benefits, applicable healthcare policies, and claim resolution.
• Research and interpret contracts, policies, procedures, and operational guidance to resolve complex issues and ensure consistent application.
• Analyze quality, survey, and performance results to identify coaching needs, training opportunities, recurring issues, and areas for improvement.
• Prepare and communicate operational and performance reports, including trends, risks, findings, and recommended actions.
• Partner with Training and operational leadership to support new-hire training, cross-training, refresher training, and employee development.
• Develop and maintain job aids, procedures, and reference materials to support accurate and consistent service delivery.
• Identify, recommend, and implement approved process improvements that enhance efficiency, quality, employee performance, and the customer and provider experience.
• Serve as backup to the Manager for operational support and client communication as assigned.
• Monitor team adherence to applicable corporate policies, contractual requirements, and regulatory requirements, including HIPAA Privacy and Security requirements, and address or escalate identified concerns as appropriate.

Required Qualifications

• High school diploma and a minimum of three years of call center or customer service experience.
• Demonstrated experience leading, coaching, mentoring, or supporting employee performance.
• Experience with Medicaid programs and healthcare policy, preferably Wyoming Medicaid.
• Working knowledge of healthcare claims and provider processes, including claim submission requirements, claim errors, member benefits, and claim resolution.
• Ability to research and interpret policies, procedures, contracts, and operational guidance and communicate requirements clearly and accurately.
• Demonstrated ability to manage escalated or complex customer and provider issues using sound judgment and effective de-escalation techniques.
• Ability to analyze quality and performance results, identify trends, and determine appropriate follow-up actions.
• Ability to manage multiple priorities and deadlines in a fast-paced call center environment.
• Proficiency with Microsoft Office applications, including Excel, and the ability to learn call center and customer service systems.
• Strong written and verbal communication, problem-solving, organizational, and decision-making skills, with strong attention to detail and a commitment to accuracy, consistency, confidentiality, and compliance.

Preferred Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• One or more years of supervisory, lead, or comparable leadership experience in a call center.
• Experience working with Genesys Cloud, CRM systems, or similar contact center platforms.
• Advanced Excel skills, including experience with reporting, data analysis, and interpreting performance results.
• Experience researching and interpreting complex contract language, healthcare policies, and operational guidance to resolve complex issues.
• Experience developing or maintaining job aids, procedures, training materials, or knowledge resources.
• Experience supporting new-hire training, cross-training, coaching, or employee development.

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.

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!

We are committed to providing a secure and positive hiring experience. Depending on the role, interviews may be conducted virtually, in person, or through a combination of both. As part of our recruitment process, candidates may be asked to participate in identity verification measures to help ensure the integrity of the hiring process.

~ The Acentra Health Talent Acquisition Team

Visit us at https://careers.acentra.com/jobs

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, national origin, disability, status as a protected veteran or any other status protected by applicable Federal, State or Local law.

Experience in Lieu of Degree

For non-clinical roles, or when not required by the contract specifically, the Company acknowledges that practical, hands-on experience can provide skills and competencies equivalent to formal education. As such, in cases where a Bachelor's degree may be required, the Company will accept a minimum of six (6) years of directly relevant professional experience in lieu of a degree. In instances where the candidate has an Associate's degree, the Company will accept a minimum of three (3) years of directly relevant professional experience in lieu of the Bachelor's degree.

Compensation

The pay 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."