About the Role
Title: Call Center Support Coordinator (Remote in Harrisburg, PA)
Location: Harrisburg PA US
JobDescription:
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 company’s mission, actively engage in problem-solving, and take ownership of your work daily. 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 seeks a Call Center Support Coordinator (Remote) to join our growing team.
Job Summary:
The Call Center Support Coordinator will provide telephone and/or e-mail-based customer support to both internal and external customers.
*Position is remote, but candidates based in (Harrisburg, PA).
Job Responsibilities:
- Provide support and fulfill requests for information for internal requests via telephone calls and email requests.
- Logged into a call queue for internal CSRs to make inquiries when needing assistance with inbound calls.
- Document all calls/questions made to the internal queue for tracking/trending.
- Assist with heavy call volume within assigned queues.
- Assists Supervisors in responding to internal emails and escalates issues as defined in procedures.
- Answer the TTY line queue and transfers to appropriate queue for appeals, if necessary.
- Document, track and log discrepancies outside of workflow processes measuring accuracy of workflow.
- Assigned to rotation of weekends and evenings to ensure coverage.
Required Qualifications/Experience:
- High School Diploma or Equivalent
- One or more years’ experience with a help desk or triaging call center environment
- 2+ year’s proven experience providing excellent interpersonal and communication skills.
- 2+ years’ experience with Windows desktop operating systems and Microsoft Office required.
- Troubleshooting experience.
- Good problem-solving skills.
- Ability to work in a team environment.
Preferred Qualifications/Experience:
- 1+ years’ experience with PRS, E-Board, QMARS preferred.