Customer Service Advocate II

Centene Corporation • Remote-AR, AR

4d • $18 - $28

About The Position

Performs as an advocate focused on resolving routine inquiries, issues, and concerns for members and/or providers. Uses multiple communication channels to provide timely, accurate, and personalized support on routine complaints and escalations. The role works in a high-paced contact center environment and supports customers by phone, live chat, and email. Applicants must be authorized to work in the U.S. without current or future employment-based visa sponsorship. Preferred candidates have claims experience and experience working with Facets.

Requirements

• High school diploma or GED.
• 1–2 years of related experience.
• May require vocational or technical education in addition to prior work experience; this may include additional on-the-job training or continuous learning education.
• Authorization to work in the U.S. without the need for current or future employment-based visa sponsorship.

Nice To Haves

• Claims experience.
• Experience working with Facets.
• Experience interacting with members and/or providers in a contact center environment.

Responsibilities

• Assess and research routine member and/or provider inquiries, requests, and concerns to determine causes, and initiate corrective actions with other service or technical departments for follow-up as needed.
• Mitigate and prevent complaints from escalating by resolving them during the initial contact.
• Serve as the front-line resolution advocate for member and/or provider inquiries, requests, and concerns.
• Support member or provider issues to ensure customers receive high-quality service.
• Maintain performance and quality standards based on established contact center metrics.
• Provide customer service by phone, live chat, and email in a high-paced contact center environment.
• Document member or provider information and communications in Customer Relationship Management (CRM) applications for quality and performance tracking.
• Stay up to date with and adhere to quality standards, regulations, and other policies to ensure quality, consistency, and compliance.
• Provide expertise in resolving inquiries, requests, and concerns across areas of responsibility.
• Perform other duties as assigned.
• Comply with all policies and standards.

Benefits

• Competitive pay.
• Health insurance.
• 401(k) and stock purchase plans.
• Tuition reimbursement.
• Paid time off and holidays.
• Flexible approach to work with remote, hybrid, field, or office work schedules.
• Potential additional forms of incentives, subject to applicable factors.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED