Customer Service Advocate III

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.
 

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.

Position Purpose: Serves as the advocate that focuses on resolving more complex issues or concerns for members or providers. Leverages a variety of communication channels to provide members or providers with timely, accurate, and personalized support on more complex complaints and escalations.

• Assesses and researches customer service needs, determines causes, and initiates corrective actions to other service or technical departments for follow up as needed

• Provides support and guidance on various more complex, member or provider issues to ensure customers receive high-quality services

• Resolves complex problems and educates customers on solutions or requested information

• Provides customer service in a high pace contact center environment over the phone, via live chats and emails

• Identifies and documents all customer information and communications to update leadership on customer needs thru root cause analysis

• Provides guidance and training to other team members on more complex issues in absence of team lead

• 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, regulation, and all other policies to ensure quality, consistency, and compliance

• Performs other duties as assigned

• Complies with all policies and standards

• Available to work Monday-Friday, 8:00am-5:00pm CST

Education/Experience: Requires a High School diploma or GED. Requires 2 - 4 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.

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