Join the Team that's Changing Everything for 28 Million Members
Are you passionate about delivering exceptional customer experiences and making a positive impact on people's lives? Do you have a knack for communicating complex information in a clear and concise manner? Look no further than Centene, a diversified, national organization that's dedicated to providing top-notch customer care to its 28 million members. As a Customer Service Advocate II - Outbound, you'll play a critical role in educating and supporting our members and providers, helping them navigate our products and services with ease.
About Centene and Our Industry
Centene is a leading healthcare company that's committed to delivering high-quality, affordable healthcare solutions to its members. With a focus on whole-person care, we're dedicated to addressing the unique needs of our members and helping them achieve optimal health and wellness. Our customer service team is at the forefront of this effort, working tirelessly to ensure that our members and providers have the support they need to succeed.
Position Purpose and Key Responsibilities
As a Customer Service Advocate II - Outbound, you'll be responsible for delivering education and information to members and providers on behalf of our customer service team. Your goal will be to help them understand our products and services, address their concerns, and ensure a successful experience. Here are some of the key responsibilities of this role:
- Outbound Calls: Reach out to members and providers via outbound calls to provide timely, accurate, and personalized support, addressing their questions and concerns.
- Education and Information: Deliver education and information to members and providers on our products and services, including updates, changes, and policy updates.
- Escalation and Resolution: Escalate calls to senior support teams when necessary, ensuring that members and providers receive the support they need to resolve their issues.
- Front-Line Support: Serve as the front-line support for various member and provider inquiries, requests, and concerns, providing solutions and support as needed.
- Product Awareness: Assist with sharing product awareness campaigns, policy changes, directory audits, and other relevant information with providers.
- Performance and Quality: Maintain performance and quality standards based on established contact center metrics, ensuring that you're meeting or exceeding expectations.
- Knowledge Expansion: Expand your knowledge of our primary market and/or plan, and may be required to cover additional markets and/or plans with minor research.
- Documentation: Document information, including demographics, call summaries, and communications, for quality and performance tracking through our Customer Relationship Management (CRM) applications.
- Compliance: Remain up-to-date and adhere to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance.
Requirements and Qualifications
To succeed in this role, you'll need:
Essential Qualifications:
- Education: High school diploma or GED required.
- Experience: 1-2 years of related experience in a customer service or contact center environment.
- Communication Skills: Excellent written and verbal communication skills, with the ability to communicate complex information in a clear and concise manner.
- Technical Skills: Proficiency in CRM applications and other software tools.
Preferred Qualifications:
- Vocational or Technical Education: Vocational or technical education in a related field, such as healthcare or customer service.
- Experience in Healthcare: Experience working in the healthcare industry, preferably in a customer service or contact center environment.
- Leadership Skills: Experience in a leadership or supervisory role, with the ability to lead and motivate teams.
Skills and Competencies
To succeed in this role, you'll need to possess the following skills and competencies:
- Customer Service Skills: Excellent customer service skills, with the ability to communicate effectively with members and providers.
- Problem-Solving Skills: Strong problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
- Communication Skills: Excellent written and verbal communication skills, with the ability to communicate complex information in a clear and concise manner.
- Time Management: Strong time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
- Adaptability: Ability to adapt to changing priorities and workflows, with a focus on delivering exceptional customer experiences.
Career Growth Opportunities and Learning Benefits
At Centene, we're committed to helping our employees grow and develop their skills. Here are some of the career growth opportunities and learning benefits we offer:
- Training and Development: Comprehensive training and development programs to help you build your skills and advance your career.
- Career Advancement: Opportunities for career advancement and professional growth, with a focus on promoting from within.
- Mentorship: Mentorship programs to help you navigate your career and achieve your goals.
- Tuition Reimbursement: Tuition reimbursement programs to help you pursue your educational goals.
Work Environment and Company Culture
At Centene, we're proud of our company culture and work environment. Here are some of the highlights:
- Flexible Work Arrangements: Flexible work arrangements, including remote, hybrid, field, or office work schedules.
- Competitive Benefits: Competitive benefits package, including health insurance, 401K and stock purchase plans, tuition reimbursement, and paid time off.
- Diversity and Inclusion: Commitment to diversity and inclusion, with a focus on creating a workplace that's welcoming and inclusive for all employees.
- Employee Recognition: Employee recognition programs to celebrate your achievements and contributions.
Compensation and Benefits
We offer a competitive compensation and benefits package, including:
- Pay Range: $16.83 - $26.44 per hour, depending on experience and qualifications.
- Benefits: Comprehensive benefits package, including health insurance, 401K and stock purchase plans, tuition reimbursement, and paid time off.
Conclusion
If you're passionate about delivering exceptional customer experiences and making a positive impact on people's lives, we encourage you to apply for this exciting opportunity. As a Customer Service Advocate II - Outbound, you'll play a critical role in educating and supporting our members and providers, helping them navigate our products and services with ease. With competitive pay, comprehensive benefits, and opportunities for career growth and development, this is an opportunity you won't want to miss.
Apply now and join our team!
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