Customer Service Advocate II

Customer Care Professional

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: Performs as the advocate that focuses on resolving routine inquiries, issues or concerns for members and/or providers. Leverages a variety of communication channels to provide members and/or providers with timely, accurate, and personalized support on routine complaints and escalations.

Responsibilities include:

• Assessing and researching routine member and/or provider inquiries, requests and/or concerns to determine causes, and initiates corrective actions to other service or technical departments for follow up as needed
• Mitigating and preventing complaints from being escalated to resolve in initial contact
• Serving as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns
• Providing support on various member or provider issues to ensure customers receive high-quality service
• Maintaining performance and quality standards based on established contact center metrics
• Providing customer service in a high pace contact center environment over the phone, via live chats and emails
• Documenting all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
• Remaining up-to-date and adhering to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance
• Providing expertise in resolving multiple inquiries, requests and/or concern across all areas of responsibilities
• Performing other duties as assigned
• Complies with all policies and standards

Shift will be between the hours of 8:00am-8:00pm EST

Education/Experience: 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. Experience interacting with members and/or providers in a contact center environment preferred.

Pay Range: $17.50 - $27.50 per hour 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