Customer Service Advocate II - Outbound

Centene Corporation is a diversified, national organization that provides healthcare solutions to 28 million members. They are seeking a Customer Service Advocate II to deliver education and information to members and providers, ensuring a successful experience through outbound calls and support.

Responsibilities:

• Reaches out to members and/or providers for educational or informational purposes to help support solutions or concerns
• Escalates calls in the event providers are unable to deliver solutions
• Serves as the front-line support on various member and/or provider inquiries, requests, or concerns
• Assists with sharing product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims related outreach with providers
• Maintains performance and quality standards based on established contact center metrics
• Expands knowledge on primary market and/or plan, and may expand to cover additional markets and/or plans that may require minor research (e.g., benefits eligibility)
• 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

Requirements:

• 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
• Experience in a contact center environment preferred