Escalation Response Specialist III

Centene

5d • $20 - $35

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: Responds to complaints and escalations from members or providers. Handles escalations, handling problem tickets, and providing feedback to leadership regarding member and/or provider issues. Shift will be 10:30am - 7:00pm EST 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 Documents, tracks, resolves, and responds to all assigned complaints and inquiries in writing and/or by telephone in a timely and professional manner Conducts and monitors root cause of member or provider issues to identify trends across the enterprise, and works cross functionally with all departments to ensure enterprise-wide solutions Coordinates with contact center team to research and review underlying facts of escalated inquiries, determine validity of complaints, and evaluate options to remedy these complaints Leverages complaint trends to develop recommendations that are designed to enhance member and provider experience and reduce complaints and escalations Provides timely status update reports to members and internal stakeholders to support transparency and improve the customer experience Maintains up-to-date knowledge of our products and services to provide accurate and effective support to customers In some instances, researches and identifies basic and more complex claims payment errors and make appropriate adjustments to claims In some instances, collaborates with the Claims department to price paid claims correctly and/or to send claims to the Claims department for corrections In some instances, collaborates with other various business units to resolve claims issues to ensure prompt, accurate claims adjudication Performs other duties as assigned Complies with all policies and standards

Requirements

• Requires a High School diploma or GED.
• Requires 2 - 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.

Nice To Haves

• Experience with Medicare members, escalations and in a call center is highly preferred.

Responsibilities

• Responds to complaints and escalations from members or providers
• Handles escalations, handling problem tickets, and providing feedback to leadership regarding member and/or 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
• Documents, tracks, resolves, and responds to all assigned complaints and inquiries in writing and/or by telephone in a timely and professional manner
• Conducts and monitors root cause of member or provider issues to identify trends across the enterprise, and works cross functionally with all departments to ensure enterprise-wide solutions
• Coordinates with contact center team to research and review underlying facts of escalated inquiries, determine validity of complaints, and evaluate options to remedy these complaints
• Leverages complaint trends to develop recommendations that are designed to enhance member and provider experience and reduce complaints and escalations
• Provides timely status update reports to members and internal stakeholders to support transparency and improve the customer experience
• Maintains up-to-date knowledge of our products and services to provide accurate and effective support to customers
• In some instances, researches and identifies basic and more complex claims payment errors and make appropriate adjustments to claims
• In some instances, collaborates with the Claims department to price paid claims correctly and/or to send claims to the Claims department for corrections
• In some instances, collaborates with other various business units to resolve claims issues to ensure prompt, accurate claims adjudication
• 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.
• Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.
• Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees