Outbound Customer Service Advocate II

Centene; United States; Remote; USD 10,000 - 60,000; Full time

Job summary

Join a forward-thinking organization that serves 28 million members as a Customer Care professional. This role is pivotal in delivering vital information and support to both members and providers, ensuring they have the latest updates on products and services. You will engage in outbound calls, assist with inquiries, and uphold high performance standards. With a flexible work approach and a comprehensive benefits package, this position offers a chance to make a meaningful impact while enjoying a supportive work environment. If you are passionate about customer service and eager to contribute to a diverse team, this opportunity is perfect for you.

Benefits

Health Insurance

401K Plan

Stock Purchase Plans

Tuition Reimbursement

Paid Time Off

Flexible Work Schedules

Qualifications

• 1-2 years of related experience in customer service or contact center preferred.
• High School diploma or GED required, vocational education may be beneficial.

Responsibilities

• Provide education and information to members and providers on products.
• Document calls and maintain quality standards in a contact center environment.

Skills

Customer Service

Communication Skills

Problem Solving

CRM Applications

Education

High School Diploma or GED

Vocational or Technical Education

Tools

Customer Relationship Management (CRM)

Job description

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.

Shifts will be Monday through Friday, 8:30am - 5pm CST.

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. 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. Total compensation may also include additional forms of incentives.

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.