Customer Service Advocate II
You could be the one who changes everything for our 28 million members as a Customer Care professional at Centene. As a diversified, national organization, youll have access to competitive benefits including a fresh perspective on workplace flexibility.
Position Purpose: Performs as the advocate that focuses on resolving routine inquiries, issues or concerns for members and/or providers... Leverages a variety of communication channels to provide members and/or providers with timely, accurate, and personalized support on routine complaints and escalations.
Assesses and researches routine member and/or provider inquiries, requests and/or concerns to determines causes, and initiates corrective actions to other service or technical departments for follow up as needed
Mitigates and prevents complaints from being escalated to resolve in initial contact
Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns
Provides support on various member or provider issues to ensure customers receive high-quality service
Maintains performance and quality standards based on established contact center metrics
Provides customer service in a high pace contact center environment over the phone, via live chats and emails
Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
Remains up-to-date and adheres to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance
Provides expertise in resolving multiple inquiries, requests and/or concern across all areas of responsibilities
Performs other duties as assigned
Complies with all policies and standards
Education/Experience: Requires a High School diploma or GED
Requires 1 2 years of related experience. May require vocational or technical education in addition to prior work experience.
Vocation or technical education may include additional on-the-job training or continuous learning education
Experience interacting with members and/or providers in a contact center environment preferred.Pay Range: $16.83 - $26.44 per hour
Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law. Total compensation may also include additional forms of incentives.
Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law
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