Customer Service Advocate II

Centene Corporation; Arkansas; Hybrid; USD 25,000 - 39,000; Full time

Benefits offered by this job

Health insurance

401K and stock plans

Tuition reimbursement

Paid time off + holidays

Flexible work options

Job summary

Centene Corporation in Arkansas seeks a front-line advocate to resolve routine member and provider inquiries with personalized support across phone, chat, and email. This role emphasizes quality, speed, and compliance within a high-volume contact center.

Requires a high school diploma or GED and 1–2 years of related experience; sponsorship is not available. Competitive benefits and a flexible work approach are offered.

Qualifications

• Assesses and researches routine member/provider inquiries to determine causes.
• Delivers timely, accurate, personalized support across channels.
• Maintains quality standards in a fast-paced contact center.

Responsibilities

• Front-line advocate resolving inquiries for members/providers.
• Mitigates complaints to prevent escalation on first contact.
• Documents information in CRM for quality and performance tracking.
• Adheres to policies and regulatory requirements.
• Performs other duties as assigned.

Skills

Customer service

Communication

Problem solving

Education

High School diploma or GED

Job description

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.

Key Details:

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. Preferred candidates will have claims experience and experience working with Facets.

• Assesses and researches routine member and/or provider inquiries, requests and/or concerns to determines causes, and initiates corrective actions to other service or technical departments for follow up as needed
• 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
• Provides support on various member or provider issues to ensure customers receive high-quality service
• 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, regulations, and all other policies to ensure quality, consistency, and compliance
• Provides expertise in resolving multiple inquiries, requests and/or concern across all areas of responsibilities
• 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 interacting with members and/or providers in a contact center environment preferred.Pay Range: $17.84 - $28.02 per hour

At Centene, we connect people to the care they need to live healthier lives — and the work you do here makes that impact real every day. You’ll take on meaningful challenges that directly support individuals, families, and communities, building your skills while making healthcare more accessible and effective. It’s work with a purpose you can see, backed by a team committed to improving lives well beyond the workday.

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