Customer Service Advocate II

Centene Corporation; Missouri; On-site; USD 25,000 - 39,000; Full time

Job summary

Centene Corporation in the United States seeks a frontline advocate to resolve routine member and provider inquiries across phone, chat, and email channels, delivering timely, accurate, and personalized service. You will document interactions in CRM, maintain quality metrics, and stay compliant with all policies and standards.

The role requires a high school diploma and 1–2 years of related experience, with potential vocational/technical education.

Qualifications

• High School diploma or GED required.
• 1–2 years related experience; vocational or technical education may supplement.
• Experience in a contact center environment preferred.

Responsibilities

• Assess and research routine member and/or provider inquiries, requests and/or concerns to determine causes, and initiate corrective actions to other service or technical departments for follow up as needed.
• Mitigate and prevent complaints from being escalated to resolve in initial contact.
• Serve as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns.
• Provide support on various member or provider issues to ensure customers receive high-quality service.
• Maintain performance and quality standards based on established contact center metrics.
• Provide customer service in a high pace contact center environment over the phone, via live chats and emails.
• Document all member or provider information and communications for quality and performance tracking through the CRM applications.
• Remain up-to-date and adhere to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance.
• Provide expertise in resolving multiple inquiries, requests and/or concerns across all areas of responsibilities.
• Perform other duties as assigned.
• Comply with all policies and standards.

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.

Responsibilities

• Assess and research routine member and/or provider inquiries, requests and/or concerns to determine causes, and initiate corrective actions to other service or technical departments for follow up as needed
• Mitigate and prevent complaints from being escalated to resolve in initial contact
• Serve as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns
• Provide support on various member or provider issues to ensure customers receive high-quality service
• Maintain performance and quality standards based on established contact center metrics
• Provide customer service in a high pace contact center environment over the phone, via live chats and emails
• Document all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
• Remain up-to-date and adhere to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance
• Provide expertise in resolving multiple inquiries, requests and/or concerns across all areas of responsibilities
• Perform other duties as assigned
• Comply 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.

Vocational 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

Company Culture

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. Its 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.