Customer Service Advocate I

Centene is a diversified, national organization seeking a Customer Service Advocate I to serve as the first-line advocate for their 28 million members. The role focuses on resolving inquiries and providing personalized support to members and providers through various communication channels.

Responsibilities:

• Receives and responds to routine member and/or provider inquiries, requests and/or concerns in an accurate and timely manner
• Mitigates and prevents complaints from being escalated to resolve in initial contact
• Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns
• Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution
• Maintains performance and quality standards based on established contact center metrics
• Provides customer service in a high pace contact center environment over the phone, via live chats and emails
• Documents all member or provider information 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
• Must Reside in IL
• Requires a High School diploma or GED
• Entry-level position typically requiring little or no previous experience
• Provides customer service in a high pace contact center environment over the phone, via live chats and emails
• Maintains performance and quality standards based on established contact center metrics
• Documents all member or provider information 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
• Complies with all policies and standards
• Experience interacting and multitasking using multiple systems and programs simultaneously