Lead Customer Service Representative (Hybrid Cary North Carolina)

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.

Job Summary

As a Lead Customer Support Representative at Acentra Health, you will play a crucial role in our business operations by ensuring timely assessments for Medicaid beneficiaries. You will work directly with beneficiaries, providers, and assessors to meet required assessment turnaround times and address customer needs related to scheduling. Serving as a vital liaison between these parties, you will help facilitate seamless communication and coordination, contributing to the overall efficiency and effectiveness of our services. This is a full-time hybrid role, requiring 4 days of remote work and 1 day onsite at our Cary, North Carolina office, after completing the onsite new hire training.

Job Responsibilities

• Utilize automated systems to schedule assessments for completion by Registered Nurses for both in-home and facility settings, ensuring compliance with contractual metrics and timelines.

• Accurately and promptly document all scheduling-related interactions in both the State's systems and proprietary platforms.

• Proactively initiate outbound communications with beneficiaries and providers to schedule assessments, ensuring optimal routing and scheduling efficiency.

• Address and resolve inquiries, scheduling conflicts, and complaints efficiently, providing timely and effective solutions.

• Consistently meet or exceed departmental performance metrics and quality standards.

• Develop and maintain in-depth knowledge of internal policies, procedures, services, and operational workflows.

• Identify, report, and resolve issues as they arise; escalate complex matters to appropriate stakeholders when necessary.

• Consult with supervisors on complex, precedent-setting, or unresolved issues to ensure appropriate and consistent resolutions.

• Respond to inquiries received via phone, email, fax, or mail within established turnaround times.

• Handle inbound telephone inquiries with professionalism, accuracy, and courtesy in accordance with standard operating procedures.

• Communicate and collaborate effectively with external partners, including hospitals, physicians, beneficiaries, and other stakeholders.

• Complete daily, monthly, and quarterly operational reports as required for clinical teams and client reporting.

• Support the onboarding and training of new Schedulers to ensure smooth integration and performance readiness.

• Provide ongoing guidance and mentorship to existing Schedulers to reinforce consistency and accuracy in scheduling processes.

• Manage high-priority provider issues with a sense of urgency and professionalism.

• Participate in strategic planning initiatives to improve scheduling operations and service delivery.

• Develop and deliver PowerPoint presentations for internal workshops, webinars, and training sessions as needed.

• High school diploma or equivalent required; post-secondary education preferred.

• Minimum of 3-4 years of experience in the healthcare industry.

• Background in internet-based research, client or account management, and/or sales support functions.

• Prior experience in the medical management industry is strongly preferred.

• Demonstrated ability to manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment.

• Exceptional attention to detail and accuracy.

• Proven ability to remain professional, adaptable, and dependable under pressure.

• Excellent written and verbal communication skills, with strong interpersonal and organizational abilitie

• Strong customer service and problem-resolution skills.

• Self-motivated with the ability to work independently and manage responsibilities with minimal supervision.

• Completion of a medical terminology course is preferred but not required.

• Bilingual proficiency in English and a second language is preferred, though not required.

• Proficient in Microsoft Office applications, including Word, Excel, and Outlook.

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.

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 $19.00 - $20.00 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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