Experienced Customer Service Advocate II - Outbound Representative for National Health Insurance Leader

Introduction to Centene and Our Mission

At Centene, we are dedicated to transforming the health of the community, one person at a time. As a national leader in healthcare, we serve over 28 million members across the United States. Our commitment to delivering high-quality, personalized care has earned us a reputation as a trusted and innovative healthcare provider. We are now seeking an experienced Customer Service Advocate II - Outbound to join our team of dedicated professionals who share our passion for making a difference in the lives of our members.

Job Overview

As a Customer Service Advocate II - Outbound, you will play a critical role in delivering education and information to our members and providers, ensuring they have the latest updates and support they need to navigate our products and services. Your expertise and passion for customer service will enable you to provide timely, accurate, and personalized support, making a positive impact on the lives of our members and the success of our organization.

Key Responsibilities

• Reach out to members and/or providers via outbound calls to provide educational or informational support, addressing their concerns and questions in a professional and empathetic manner
• Escalate calls as needed to ensure that providers are able to deliver solutions, and members receive the support they require
• Serve as the front-line support for member and provider inquiries, requests, or concerns, providing timely and effective resolutions
• Assist with sharing product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims-related outreach with providers, ensuring they are informed and up-to-date
• Maintain performance and quality standards based on established contact center metrics, continually striving for excellence in customer service delivery
• Expand your knowledge of our primary market and/or plan, and may expand to cover additional markets and/or plans, requiring minor research and a commitment to ongoing learning and development
• Document information, including demographics, call summaries, and communications, for quality and performance tracking through our Customer Relationship Management (CRM) applications
• Remain up-to-date and adhere to quality standards, regulations, and all other policies, ensuring quality, consistency, and compliance in all aspects of your work
• Perform other duties as assigned, demonstrating your flexibility and commitment to the success of our team

Essential and Preferred Qualifications

To be successful in this role, you will require a High School diploma or GED, and 1-2 years of related experience in a customer-facing environment. Vocational or technical education, or additional on-the-job training, may also be beneficial. Experience in a contact center environment is preferred, and a strong understanding of customer service principles and practices is essential.

Skills and Competencies

• Excellent communication and interpersonal skills, with the ability to build strong relationships with members, providers, and colleagues
• Strong problem-solving and analytical skills, with the ability to resolve complex issues and concerns in a timely and effective manner
• Ability to work in a fast-paced, dynamic environment, with a strong focus on quality, accuracy, and attention to detail
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple responsibilities
• Ability to adapt to changing circumstances and priorities, with a flexible and positive approach to work
• Strong technical skills, with the ability to navigate our CRM applications and other systems with ease

Career Growth Opportunities and Learning Benefits

At Centene, we are committed to the growth and development of our employees. As a Customer Service Advocate II - Outbound, you will have access to a range of training and development opportunities, including on-the-job training, continuous learning education, and vocational or technical education. You will also have the opportunity to expand your knowledge and skills, taking on new challenges and responsibilities as you grow and develop in your role.

Work Environment and Company Culture

Our company culture is built on a foundation of respect, empathy, and inclusivity. We value the diversity of our employees and the unique perspectives they bring to our organization. As a Customer Service Advocate II - Outbound, you will be part of a dynamic and supportive team, working in a collaborative and fast-paced environment. You will also have the opportunity to work remotely, or in a hybrid, field, or office-based setting, depending on your needs and preferences.

Compensation, Perks, and Benefits

We offer a competitive pay range of $17.17 - $26.97 per hour, depending on your skills, experience, and education. You will also have access to a comprehensive benefits package, including health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work. Our total compensation package is designed to recognize and reward your contributions to our organization, and to support your overall well-being and quality of life.

Conclusion

If you are a motivated and customer-focused individual, with a passion for making a difference in the lives of others, we encourage you to apply for this exciting opportunity. As a Customer Service Advocate II - Outbound, you will be part of a dynamic and supportive team, working in a collaborative and fast-paced environment. You will have the opportunity to grow and develop in your role, and to make a positive impact on the lives of our members and the success of our organization. Don't miss out on this chance to join our team and start making a difference today!