Centene CorporationRemote
Customer Service Advocate II - Outbound
United States
Full-time
4 days ago
$17 - $84 USD
No H1B
Key skills
Customer Relationship ManagementContact center experienceCommunication skillsProblem-solving skillsTeam collaborationCRM
About this role
Centene Corporation is a diversified, national organization seeking a Customer Service Advocate II to deliver education and information to members and providers. The role involves facilitating outbound calls, providing personalized support, and maintaining performance standards in a contact center environment.
Responsibilities:
- Delivers education and information to members and/or providers on behalf of the customer service team to help inform them of the latest updates or changes made to products, gather information, and ensure a successful experience
- 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:
- Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future
- 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