Escalation Response Specialist II

Centene Corporation

2d • $18 - $28 • Remote

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 is a remote position, but the required hours are between 9:00am and 5:30pm EST, Monday - Friday. Position Purpose: Assists with responding to complaints and escalations from members/providers. Supports in handling escalations, handling problem tickets, and providing feedback to senior team members regarding member/provider issues. Provides timely and appropriate resolutions to escalated issues received from various communication channels Serves as a liaison in maintaining relationships between departments to ensure timely and appropriate issue resolution Supports the documentation, tracking, and resolution to all assigned complaints and inquiries in writing and/or by telephone in a timely and professional manner Supports root cause analysis of member/provider issues to identify trends across the enterprise, and works cross functionally with all departments to ensure enterprise-wide solutions Helps to coordinate with contact center team to research underlying facts of escalated inquiries, determine validity of complaints and evaluate options to remedy these complaints Reviews complaint trends and uses guidance of senior team members to develop draft recommendations that are designed to enhance member and provider experience and reduce complaints and escalations Maintains basic, introductory knowledge of our products and services to provide accurate and effective support to customers In some instances, researches and identifies basic claims payment errors and make appropriate adjustments Performs other duties as assigned Complies with all policies and standards

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.

Responsibilities

• Assists with responding to complaints and escalations from members/providers.
• Supports in handling escalations, handling problem tickets, and providing feedback to senior team members regarding member/provider issues.
• Provides timely and appropriate resolutions to escalated issues received from various communication channels
• Serves as a liaison in maintaining relationships between departments to ensure timely and appropriate issue resolution
• Supports the documentation, tracking, and resolution to all assigned complaints and inquiries in writing and/or by telephone in a timely and professional manner
• Supports root cause analysis of member/provider issues to identify trends across the enterprise, and works cross functionally with all departments to ensure enterprise-wide solutions
• Helps to coordinate with contact center team to research underlying facts of escalated inquiries, determine validity of complaints and evaluate options to remedy these complaints
• Reviews complaint trends and uses guidance of senior team members to develop draft recommendations that are designed to enhance member and provider experience and reduce complaints and escalations
• Maintains basic, introductory knowledge of our products and services to provide accurate and effective support to customers
• In some instances, researches and identifies basic claims payment errors and make appropriate adjustments
• Performs other duties as assigned
• Complies with all policies and standards

Benefits

• Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules.
• Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status.
• Total compensation may also include additional forms of incentives.
• Benefits may be subject to program eligibility.

What This Job Offers

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