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Centene Corporation · 1 month ago

Customer Service Advocate, II- Outbound

United States

Full-time

Remote

Entry Level

$17.50/hr - $27.50/hr

1+ years exp

Centene Corporation is a diversified, national organization seeking a Customer Service Advocate to provide education and information to members and providers. The role involves making outbound calls to support solutions or concerns, maintaining performance standards, and documenting information for quality tracking.

Hospital & Health Care

Responsibilities

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

Qualification

Customer Relationship Management (CRM)Contact center experienceCommunication skillsHigh School diplomaGEDProblem-solving skills

Required

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

Maintains performance and quality standards based on established contact center metrics

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

Complies with all policies and standards