Experienced Customer Service Advocate I – Delivering Personalized Support and Transforming Healthcare Experiences for Oklahoma Communities

Introduction to Oklahoma Complete Health and Centene

Oklahoma Complete Health, a proud member of the Centene family, is at the forefront of providing innovative healthcare solutions designed to transform the lives of Oklahomans. As a national organization with a strong commitment to diversity and community engagement, we are dedicated to fostering an inclusive culture that values work-life balance, competitive compensation, and continuous career development. Our mission is to improve the health and wellbeing of our members, and we are seeking passionate and dedicated individuals to join our team as Customer Service Advocates.

Position Overview

As a Customer Service Advocate I, you will serve as the first point of contact for our members and providers, providing timely, accurate, and personalized support to resolve inquiries, issues, or concerns. This role is critical in ensuring that our members receive the highest level of service, and we are looking for individuals who are passionate about delivering exceptional customer experiences. If you are a motivated and empathetic individual with a strong desire to make a positive impact, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Receive and respond to routine member and provider inquiries, requests, and concerns in an accurate and timely manner, utilizing a variety of communication channels.
• Mitigate and prevent complaints from being escalated by resolving issues in the initial contact, ensuring that our members receive prompt and effective support.
• Serve as the front-line resolution advocate on various member and provider inquiries, requests, or concerns, providing personalized support and guidance.
• Resolve basic problems by communicating the requested information, assessing member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution.
• Maintain performance and quality standards based on established contact center metrics, ensuring that our service delivery meets the highest standards of excellence.
• Provide customer service in a high-paced contact center environment over the phone, via live chats, and emails, demonstrating flexibility and adaptability in a fast-paced setting.
• Document all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications, ensuring that our records are accurate and up-to-date.
• Remain up-to-date and adhere to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance, demonstrating a commitment to excellence and integrity.
• Perform other duties as assigned, demonstrating flexibility and a willingness to support the team in achieving our goals.
• Comply with all policies and standards, ensuring that our service delivery is aligned with our organizational values and principles.

Essential and Preferred Qualifications

To be successful in this role, you will require a High School diploma or GED, and while previous experience is not necessary, it is preferred that you have experience interacting and multitasking using multiple systems and programs simultaneously. As a Customer Service Advocate I, you will be expected to demonstrate excellent communication and interpersonal skills, with the ability to work effectively in a team environment and provide exceptional customer service.

Skills and Competencies

To excel in this role, you will require a range of skills and competencies, including:

• Excellent communication and interpersonal skills, with the ability to communicate effectively with members, providers, and colleagues.
• Strong problem-solving and analytical skills, with the ability to resolve basic problems and escalate complex issues as necessary.
• Ability to work effectively in a team environment, demonstrating flexibility, adaptability, and a willingness to support the team in achieving our goals.
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple responsibilities in a fast-paced environment.
• Proficiency in using multiple systems and programs simultaneously, with the ability to learn and adapt to new technologies and processes.
• Commitment to delivering exceptional customer service, with a focus on providing personalized support and resolving issues in a timely and effective manner.

Career Growth Opportunities and Learning Benefits

At Oklahoma Complete Health and Centene, we are committed to supporting the career growth and development of our employees. As a Customer Service Advocate I, you will have access to a range of training and development opportunities, including:

• Comprehensive training programs designed to support your growth and development in the role.
• Mentorship and coaching from experienced colleagues and leaders.
• Opportunities for advancement within the organization, with a focus on promoting from within.
• Access to a range of benefits and perks, 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.

Work Environment and Company Culture

At Oklahoma Complete Health and Centene, we are proud of our inclusive and supportive company culture, which values diversity, equity, and inclusion. As a Customer Service Advocate I, you will be part of a collaborative and dynamic team, with a focus on delivering exceptional customer service and supporting the health and wellbeing of our members. Our work environment is fast-paced and dynamic, with a focus on innovation, creativity, and continuous improvement.

Compensation, Perks, and Benefits

We offer a competitive pay range of $15.68 - $22.54 per hour, with actual pay adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law. In addition to competitive pay, we offer a range of benefits and perks, including:

• Comprehensive benefits package including health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays.
• Flexible approach to work with remote, hybrid, field or office work schedules, designed to support work-life balance and flexibility.
• Opportunities for advancement within the organization, with a focus on promoting from within.
• Access to a range of training and development opportunities, designed to support your growth and development in the role.

Conclusion

If you are a motivated and empathetic individual with a strong desire to make a positive impact, we encourage you to apply for this exciting opportunity as a Customer Service Advocate I. At Oklahoma Complete Health and Centene, we are committed to delivering exceptional customer service and supporting the health and wellbeing of our members. Join our team and be part of a collaborative and dynamic environment that values diversity, equity, and inclusion. Apply now and take the first step towards a rewarding and challenging career in customer service.