Customer Service Advocate II- Outbound

Centene Corporation

20h•Hybrid

About The Position

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, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility. 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. This position delivers education and information to members and/or providers on behalf of the customer service team to help inform them of the latest updates or changes made to products, gather information, and ensure a successful experience. It facilitates reach outs via outbound calls to provide providers with timely, accurate, and personalized support.

Requirements

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.

Nice To Haves

Experience in a contact center environment preferred.

Responsibilities

Reaches out to members and/or providers for educational or informational purposes to help support solutions or concerns
Escalates calls in the event providers are unable to deliver solutions
Serves as the front-line support on various member and/or provider inquiries, requests, or concerns
Assists with sharing product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims related outreach with providers
Maintains performance and quality standards based on established contact center metrics
Expands knowledge on primary market and/or plan, and may expand to cover additional markets and/or plans that may require minor research (e.g., benefits eligibility)
Documents information including demographics, call summaries, 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