Customer Service Advocate II

Sunshine Health; Orlando (FL); Remote; Full time

Job summary

Sunshine Health is seeking a Customer Service Advocate II to provide exceptional support to our members. In this role, you will address member inquiries, resolve issues, and maintain high standards of service quality. Ideal candidates should have experience in a contact center environment and a commitment to helping others. You will enjoy flexible remote work options across Florida while being part of a team dedicated to making a positive impact on our members' lives.

Benefits

Health insurance

401K plan

Tuition reimbursement

Flexible work schedules

Qualifications

• 1-2 years of experience in a contact center environment preferred.
• Technical education or on-the-job training may be required.
• Experience interacting with members and/or providers.

Responsibilities

• Resolve routine inquiries and issues for members and/or providers.
• Maintain performance according to contact center metrics.
• Document member or provider communications through CRM.

Skills

Communication

Problem Solving

Customer Service

Education

High School diploma or GED

Tools

Customer Relationship Management (CRM)

Job description

Join to apply for the Customer Service Advocate II role at Sunshine Health

Join to apply for the Customer Service Advocate II role at Sunshine Health

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.

• Applicants for the job have the flexibility to work remote from home anywhere in the state of Florida. Must be flexible to work between 900 a.m. and 800 p.m. Eastern.
  
  

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.

• 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 $17.50 - $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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