Centene Corporation · 6 hours ago

Bilingual Customer Service Advocate I

Full-time

Remote

Entry Level

$15.68/hr - $22.54/hr

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Hospitals and Health Care

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Responsibilities

Receives and responds to routine member and/or provider inquiries, requests and/or concerns in an accurate and timely manner

Mitigates and prevents complaints from being escalated to resolve in initial contact

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

Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution

Maintains performance and quality standards based on established contact center metrics

Provides customer service in a high pace contact center environment over the phone, via live chats and emails

Documents all member or provider information 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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Spanish speakingCRM applications

Required

High School diploma or GED

Entry-level position typically requiring little or no previous experience

Ability to receive and respond to routine member and/or provider inquiries, requests and/or concerns in an accurate and timely manner

Ability to mitigate and prevent complaints from being escalated to resolve in initial contact

Ability to serve as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns

Ability to resolve basic problems by communicating the requested information regarding the assessment of the member or provider needs

Ability to maintain performance and quality standards based on established contact center metrics

Ability to provide customer service in a high pace contact center environment over the phone, via live chats and emails

Ability to document all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications

Ability to remain up-to-date and adhere to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance

Ability to perform other duties as assigned

Ability to comply with all policies and standards