Customer Service Advocate III

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: Works with senior team members of the customer service team to deliver education and information to members and/or providers to help inform them of the latest updates or changes made to products, gather information, and ensure a successful experience. Reaches out via outbound calls to members and/or provide providers with timely, accurate, and personalized support including non-routine issues.

• Reaches out to members and/or providers for educational or informational purposes to help support solutions
• Identifies calls to escalate in the event providers are unable to provide solutions
• Serves as the front-line support on various member and/or provider inquiries, requests, or concerns
• Works with senior team members and management to identify product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims related outreach to share with providers
• Maintains performance and quality standards based on established contact center metrics
• Develops in-depth knowledge on primary market and/or plan, and expands knowledge regarding additional markets and/or plans including responding to some complex questions or escalated items
• Provides guidance and training to other customer service team members of the customer service team on some complex issues and escalations
• Documents information including demographics, call summaries, and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
• Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance
• Performs other duties as assigned
• Complies with all policies and standards

Education/Experience: 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.

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