Experienced Customer Service Advocate II – Dynamic Remote Opportunity for Member and Provider Support

Introduction to Centene and Our Mission

At Centene, we are driven by a mission to transform the health of the community, one person at a time. As a diversified, national organization, we are committed to providing high-quality, accessible healthcare services to our 28 million members. Our team is dedicated to making a positive impact on the lives of our members, and we are seeking a skilled and compassionate Customer Service Advocate II to join our dynamic team in a remote capacity.

About the Role

As a Customer Service Advocate II, you will play a vital role in resolving routine inquiries, issues, or concerns for our members and providers. You will leverage a variety of communication channels to provide timely, accurate, and personalized support, ensuring that our customers receive the highest level of service. This is an exciting opportunity to make a real difference in the lives of our members and providers, and we are looking for a talented and dedicated individual to join our team.

Key Responsibilities

• Assess and research routine member and provider inquiries, requests, and concerns to determine causes and initiate corrective actions as needed.
• Mitigate and prevent complaints from being escalated by resolving issues in the initial contact.
• Serve as the front-line resolution advocate on various member and provider inquiries, requests, or concerns.
• Provide support on various member or provider issues to ensure customers receive high-quality service.
• Maintain performance and quality standards based on established contact center metrics.
• Provide customer service in a high-paced contact center environment over the phone, via live chats, and emails.
• Document all member or provider information and communications for quality and performance tracking through our Customer Relationship Management (CRM) applications.
• Remain up-to-date and adhere to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance.
• Provide expertise in resolving multiple inquiries, requests, and concerns across all areas of responsibility.
• Perform other duties as assigned and comply with all policies and standards.

Essential and Preferred Qualifications

To be successful in this role, you will need a High School diploma or GED, as well as 1-2 years of related experience in a contact center environment. Vocational or technical education in addition to prior work experience is also preferred. Experience interacting with members and providers in a contact center environment is highly desirable, and you should be comfortable working in a fast-paced environment with multiple priorities and deadlines.

Skills and Competencies

• Excellent communication and interpersonal skills, with the ability to build strong relationships with members and providers.
• Strong problem-solving and analytical skills, with the ability to resolve complex issues in a timely and effective manner.
• Ability to work in a high-paced contact center environment, with a strong focus on quality and customer satisfaction.
• Strong technical skills, with the ability to navigate multiple systems and applications, including CRM software.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Strong attention to detail, with the ability to accurately document and track member and provider information.

Career Growth Opportunities and Learning Benefits

At Centene, we are committed to the growth and development of our employees. As a Customer Service Advocate II, you will have access to a range of training and development opportunities, including on-the-job training, continuous learning education, and vocational or technical education. You will also have the opportunity to work with a talented and dedicated team, and to contribute to the success of our organization.

Work Environment and Company Culture

Our remote work environment is dynamic and fast-paced, with a strong focus on quality and customer satisfaction. We are committed to diversity, equity, and inclusion, and we value the ways in which we are different. Our company culture is built on a foundation of respect, empathy, and compassion, and we are seeking individuals who share these values and are passionate about making a positive impact on the lives of our members and providers.

Compensation, Perks, and Benefits

We offer a competitive salary range of $17.17 - $26.97 per hour, as well as a comprehensive benefits package, including 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. Total compensation may also include additional forms of incentives.

Conclusion

If you are a motivated and compassionate individual who is passionate about providing high-quality customer service, we encourage you to apply for this exciting opportunity. As a Customer Service Advocate II, you will play a vital role in resolving routine inquiries, issues, or concerns for our members and providers, and you will have the opportunity to make a real difference in the lives of our customers. Don't miss out on this chance to join our dynamic team and contribute to the success of our organization. Apply now and let's discuss how you can become a vital part of our success story.

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.