Customer Service Advocate II

Centene Corporation

1d•$18 - $28

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. 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 Schedule: 9:00-6:00pm EST

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.
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.

Nice To Haves

Experience interacting with members and/or providers in a contact center environment preferred.

Responsibilities

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