Remote Escalation Resolution Specialist II

Centene Corp.; Northern (KY); Hybrid; USD 42,000 - 56,000; Full time

Job summary

Centene Corp. is seeking an Escalation Response Specialist II to handle escalated inquiries and complaints across multiple channels. This role supports timely resolutions, tracks outcomes, and collaborates with departments to improve processes and customer experience.

The position requires a High School diploma or GED with 1–2 years of related experience, and availability for peak-month weekend shifts on a rotational schedule. Remote work options are available.

Qualifications

• Requires a High School diploma or GED. 1–2 years of related experience.

Responsibilities

• Provides timely and appropriate resolutions to escalated issues from various channels.
• Liaises between departments to ensure timely issue resolution.
• Documents, tracks, and resolves complaints and inquiries in writing or by phone.
• Supports root cause analysis to identify trends and works cross-functionally for enterprise-wide solutions.
• Coordinates with the contact center to research facts, validate complaints, and evaluate remedies.
• Reviews complaint trends and drafts recommendations to improve member/provider experience and reduce escalations.
• Maintains basic knowledge of Centene products/services to provide accurate customer support.
• Researches basic claims payment errors and makes adjustments when needed.
• Performs other duties as assigned.
• Complies with all policies and standards.

Education

High School diploma or GED

Job description

Centene Corp. is seeking an Escalation Response Specialist II to handle escalated inquiries and complaints across multiple channels. This role supports timely resolutions, tracks outcomes, and collaborates with departments to improve processes and customer experience.

The position requires a High School diploma or GED with 1–2 years of related experience, and availability for peak-month weekend shifts on a rotational schedule. Remote work options are available.