Transforming Member Experiences with Centene
At Centene, a leading national organization with 28 million members, you're not just joining a team - you're becoming part of a movement to revolutionize healthcare and insurance services. As a Customer Care professional, you'll be at the forefront of delivering exceptional member experiences, driving engagement, and fostering loyalty. If you're passionate about making a difference and thrive in a dynamic, fast-paced environment, we invite you to explore this exciting opportunity as an Outbound Customer Service Advocate II.
Job Overview
As an Outbound Customer Service Advocate II, you'll play a critical role in educating and informing members and providers about the latest updates, changes, and solutions. You'll be the face of Centene, providing timely, accurate, and personalized support through outbound calls, ensuring a successful experience for our members and providers.
Key Responsibilities
- Reach out to members and/or providers for educational or informational purposes to help support solutions or concerns.
- Escalate calls in the event providers are unable to deliver solutions, ensuring seamless issue resolution.
- Serve as the front-line support on various member and/or provider inquiries, requests, or concerns, providing expert guidance and assistance.
- Assist with sharing product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims-related outreach with providers.
- Maintain performance and quality standards based on established contact center metrics, striving for excellence in every interaction.
- Expand 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).
- Document information including demographics, call summaries, and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications.
- Remain up-to-date and adhere to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance.
- Perform other duties as assigned, demonstrating flexibility and a willingness to adapt to changing priorities.
- Comply with all policies and standards, upholding the highest levels of professionalism and integrity.
Essential Qualifications
To succeed in this role, you'll need:
- A High School diploma or GED, with 1-2 years of related experience in a customer-facing environment, preferably in a contact center.
- Vocational or technical education may be required, with additional on-the-job training or continuous learning education.
- Excellent communication and interpersonal skills, with the ability to effectively engage with diverse audiences.
- Bilingual skills, with Spanish preferred, to support our diverse member and provider base.
- Strong problem-solving and analytical skills, with the ability to navigate complex issues and provide timely solutions.
- Proficiency in CRM applications and other software tools, with a willingness to learn and adapt to new technologies.
Preferred Qualifications
To stand out in this role, you'll benefit from:
- Previous experience in a healthcare or insurance industry, with a deep understanding of the complexities and nuances of these sectors.
- Advanced knowledge of CRM applications and other software tools, with the ability to leverage technology to drive efficiency and excellence.
- Leadership or supervisory experience, with a proven track record of motivating and guiding teams to achieve exceptional results.
Skills and Competencies
To excel as an Outbound Customer Service Advocate II, you'll need:
- Exceptional communication and interpersonal skills, with the ability to build rapport and trust with diverse audiences.
- Strong problem-solving and analytical skills, with the ability to navigate complex issues and provide timely solutions.
- Emotional intelligence and empathy, with the ability to understand and address the needs and concerns of members and providers.
- Adaptability and flexibility, with the ability to thrive in a fast-paced, dynamic environment.
- Technical skills, including proficiency in CRM applications and other software tools.
Career Growth Opportunities and Learning Benefits
At Centene, we're committed to your growth and development. As an Outbound Customer Service Advocate II, you'll have access to:
- Ongoing training and coaching, to enhance your skills and knowledge in customer service, healthcare, and insurance.
- Career advancement opportunities, with a clear path for progression to senior roles or specialized positions.
- Tuition reimbursement and professional development programs, to support your long-term career goals.
Work Environment and Company Culture
At Centene, we pride ourselves on a culture that values diversity, equity, and inclusion. As a remote worker, you'll enjoy:
- A flexible approach to work, with a remote or hybrid schedule that supports work-life balance.
- A collaborative and dynamic virtual environment, with regular check-ins and team interactions.
- Access to cutting-edge technology and tools, to support your work and drive efficiency.
Compensation, Perks, and Benefits
We offer a comprehensive benefits package, including:
- A competitive salary, with a pay range of $17.17 - $26.97 per hour.
- Health insurance, 401K and stock purchase plans, and other benefits that support your overall well-being.
- Paid time off and holidays, to recharge and enjoy time with loved ones.
- Tuition reimbursement and professional development programs, to support your long-term career goals.
Join Our Team
If you're passionate about delivering exceptional customer experiences and making a difference in the lives of our 28 million members, we invite you to apply for this exciting opportunity as an Outbound Customer Service Advocate II. With a competitive salary, comprehensive benefits, and a culture that values diversity and inclusion, you'll be empowered to thrive and grow with Centene.
Don't miss out on this exciting role - apply now and take the first step towards a rewarding career with Centene!
Apply Now