Member Experience Specialist-10

Centene Corporation•West Des Moines, IA

7d•$19 - $33•Onsite

About The Position

You could be the one who changes everything for our 28 million members as a clinical professional on our Medical Management/Health Services team. Centene is a diversified, national organization offering 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 an on-site position located in West Des Moines, IA and the hours are 8:00 - 4:30 CST. Position Purpose: Make outbound calls to new members welcoming them to the Healthplan and providing information and education regarding program features and requirements of the Healthplan. Answer incoming or make outbound healthcare contact center calls to welcome new members to the Healthplan Use verbal communication strategies to effectively elicit information, gain member’s confidence and provide reassurance Identify any trends related to outbound calls that may provide policy or procedure improvements or may affect the efficiency and success of the call campaign Meet quality assurance requirements and other key performance metrics, including punctuality and attendance Facilitate quarterly Member Advisory meetings HNFS Only: Inbound & outbound calls, responsible for handling customer service questions and issues; handle escalated issues that require product and service knowledge; and process transactions such as referrals and authorizations. Will also handle urgent and high profile concerns from customers, such as, Beneficiary Counseling and Assistance Coordinators.

Requirements

High school diploma or equivalent.
3+ years of customer service experience, preferably in a healthcare call center environment.
Experience with Microsoft office applications and data entry systems.
Experience with data entry and call documentation.
Strong verbal, written and problem solving communication skills.
HNFS Only: Government security Clearance and US Citizenship Required.

Responsibilities

Make outbound calls to new members welcoming them to the Healthplan and providing information and education regarding program features and requirements of the Healthplan.
Answer incoming or make outbound healthcare contact center calls to welcome new members to the Healthplan
Use verbal communication strategies to effectively elicit information, gain member’s confidence and provide reassurance
Identify any trends related to outbound calls that may provide policy or procedure improvements or may affect the efficiency and success of the call campaign
Meet quality assurance requirements and other key performance metrics, including punctuality and attendance
Facilitate quarterly Member Advisory meetings
HNFS Only: Inbound & outbound calls, responsible for handling customer service questions and issues; handle escalated issues that require product and service knowledge; and process transactions such as referrals and authorizations.
Will also handle urgent and high profile concerns from customers, such as, Beneficiary Counseling and Assistance Coordinators.