Customer Service Advocate IV

Centene Corporation

1d•$23 - $39

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 complex issues or concerns for members or providers. Leverages a variety of communication channels to provide members or providers with timely, accurate, and personalized resolutions on complex complaints and escalations. Assesses and researches customer service needs, determines causes, and initiates corrective actions to other service or technical departments for follow up as needed Provides guidance on various complex member or provider issues to resolve customer’s inquiries or requests Provides member or providers with information and resources to further educate relevancy to the complex inquiry or concern Provides customer service in a high pace contact center environment over the phone, via live chats and emails Continues to develop in-depth knowledge and deep expertise in multiple additional markets and/or plans in multiple subject areas and responds to complex or escalated questions May lead the team in member or provider request resolution and collaborates inter- departmentally to resolve inquiries or concerns Identifies, documents and resolves all customer information and communications and updates leadership on customer needs thru root cause analysis, recommendation and resolution Collaborates with training teams to develop training materials and/or programs to ensure quality and adherences to policies and procedures Records all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application, including customer interactions, details of inquiries, complaints, comments, and final resolution Adheres to quality standards, regulations, and confidentiality through the various communication channels Participates in special projects as needed Performs other duties as assigned Complies with all policies and standards

Requirements

Requires a High School diploma or GED.
Requires 4+ 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.
College, vocation, or technical education may include additional on-the-job training or continuous learning education preferred.
Available to work hours within 7:00am-7:00pm CST.

Nice To Haves

Experience working in AWS, Omni, CenPas, Amisys preferred.

Responsibilities

Performs as the advocate that focuses on resolving complex issues or concerns for members or providers.
Leverages a variety of communication channels to provide members or providers with timely, accurate, and personalized resolutions on complex complaints and escalations.
Assesses and researches customer service needs, determines causes, and initiates corrective actions to other service or technical departments for follow up as needed
Provides guidance on various complex member or provider issues to resolve customer’s inquiries or requests
Provides member or providers with information and resources to further educate relevancy to the complex inquiry or concern
Provides customer service in a high pace contact center environment over the phone, via live chats and emails
Continues to develop in-depth knowledge and deep expertise in multiple additional markets and/or plans in multiple subject areas and responds to complex or escalated questions
May lead the team in member or provider request resolution and collaborates inter- departmentally to resolve inquiries or concerns
Identifies, documents and resolves all customer information and communications and updates leadership on customer needs thru root cause analysis, recommendation and resolution
Collaborates with training teams to develop training materials and/or programs to ensure quality and adherences to policies and procedures
Records all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application, including customer interactions, details of inquiries, complaints, comments, and final resolution
Adheres to quality standards, regulations, and confidentiality through the various communication channels
Participates in special projects as needed
Performs other duties as assigned
Complies with all policies and standards