Centene Corporation · 9 hours ago

Outbound Customer Service Advocate II

Full-time

Remote

Entry Level

1+ years exp

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Hospital & Health Care

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Responsibilities

Reaches out to members and/or providers for educational or informational purposes to help support solutions or concerns.

Escalates calls in the event providers are unable to deliver solutions.

Serves as the front-line support on various member and/or provider inquiries, requests, or concerns.

Assists with sharing product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims related outreach with providers.

Maintains performance and quality standards based on established contact center metrics.

Expands 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).

Documents information including demographics, call summaries, 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.

Qualification

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Customer Relationship Management (CRM)Contact center experienceBasic claims knowledge

Required

High School diploma or GED

1 – 2 years of related experience

May require vocational or technical education in addition to prior work experience

Expands 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)

Documents information including demographics, call summaries, 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

Complies with all policies and standards