Call Center, Manager

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 Manager to join our growing team.

Job Summary:

As the Call Center Manager this role is pivotal in overseeing day-to-day operations, ensuring high-quality customer service and administrative functions.

**This hybrid position is based in Oregon or a neighboring region. The role primarily involves remote work from home, with an expected 10-25% fieldwork in a community setting as needed.

Responsibilities:

• Call monitoring and auditing
• Project management and implementation for telephonic projects
• Collaborate with implementation teams, IT, and other relevant stakeholders to ensure effective incorporation of service lines
• Determine work procedures, prepare work schedules, and expedite workflow
• Build and expand professional relationships with internal and external customers
• Report on contract deliverables on a regular and ad hoc basis
• Oversee work procedures and ensure workflow is expedited to meet demands
• Maintain a high standard of performance and customer satisfaction
• Develop and implement strategic project plans to manage changes in Call Center systems
• Ensure the Call Center stays current with industry trends and technologies
• Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules

Required Qualifications:

• Bachelor's Degree or four years of professional experience
• Minimum three years of leadership experience (including training staff) in a healthcare or insurance call center environment
• Must reside in Oregon (i.e., Medford, OR, Bend, OR, Eugene, OR, Portland, OR, Hood River, OR, Hermiston, OR, Ontario, OR, Salem, OR) or a bordering geography (i.e.; Longview, WA, Richland, WA, Vancouver, WA, Boise, ID, Nampa, ID, Payette, ID, Caldwell, ID, Paso, WA, Kennewick, WA, Goldendale, WA)

Preferred Qualifications:

• Experience with electronic phone system software i.e. Genesys
• Experience using a third-party translator
• Possess a strong background in analysis and reporting
• Proficient in managing customer service through call center technologies and systems
• Demonstrate experience in planning and implementing projects
• Strong focus on partnership and can develop and expand relationships

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.