Customer Service Advocate I - Bilingual Mandarin

Centene Corporation

1d•$16 - $23•Remote

About The Position

Centene is seeking a Customer Care professional to serve as a first-line advocate for its 28 million members. This remote, nationwide position focuses on resolving inquiries, issues, or concerns for members and/or providers, leveraging various communication channels to provide timely, accurate, and personalized support for routine complaints. The role involves receiving and responding to inquiries, mitigating escalations, and resolving basic problems by assessing needs and determining if issues require routing to other departments. Professionals in this role are expected to maintain performance and quality standards in a high-paced contact center environment, providing customer service over the phone, via live chats, and emails. Documentation of all member or provider information and communications is required through Customer Relationship Management (CRM) applications, while adhering to quality standards, regulations, and policies.

Requirements

Requires a High School diploma or GED
Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Sponsorship and future sponsorship are not available for this opportunity, including employment-based visa types H-1B, L-1, O-1, H-1B1, F-1, J-1, OPT, or CPT
Bilingual Mandarin

Nice To Haves

Experience interacting and multitasking using multiple systems and programs simultaneously preferred

Responsibilities

Receives and responds to routine member and/or provider inquiries, requests and/or concerns in an accurate and timely manner
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
Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution
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, regulation, and all other policies to ensure quality, consistency, and compliance
Performs other duties as assigned
Complies with all policies and standards