Customer Service Advocate II - Outbound

Centene Corporation; Vaughan; On-site; CAD 30,000 - 60,000; Full time

Job summary

Centene Corporation is seeking a Customer Service Advocate II - Outbound who will engage with members and providers, providing support and information to enhance customer experiences. The role involves handling outbound calls and requires a high school diploma along with related experience. Centene offers competitive pay, comprehensive benefits, and a flexible work environment.

Benefits

Competitive pay

Health insurance

401K and stock purchase plans

Tuition reimbursement

Paid time off plus holidays

Flexible work schedules

Qualifications

• Requires 1-2 years of related experience in a contact center environment.
• Vocational or technical education may be required.
• Experience in a contact center environment preferred.

Responsibilities

• Delivers education and support to members or providers via outbound calls.
• Documents information for quality and performance tracking.
• Maintains performance and quality standards.

Skills

Customer Support

Communication

Problem Solving

Education

High School diploma or GED

Job description

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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.

Position Purpose 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. Facilitates the reach outs via outbound calls to provide providers with timely, accurate, and personalized support.

• 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
  
  

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 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

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Hospitals and Health Care and Insurance

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