Centene Corporation · 5 hours ago

Customer Service Advocate II

Full-time

Remote

Entry Level

$17.17/hr - $26.97/hr

1+ years exp

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Hospitals and Health Care

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Responsibilities

Assesses and researches routine member and/or provider inquiries, requests and/or concerns to determines causes, and initiates corrective actions to other service or technical departments for follow up as needed.

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.

Provides support on various member or provider issues to ensure customers receive high-quality service.

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, regulations, and all other policies to ensure quality, consistency, and compliance.

Provides expertise in resolving multiple inquiries, requests and/or concern across all areas of responsibilities.

Performs other duties as assigned.

Complies with all policies and standards.

Qualification

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Contact Center ExperienceCRM Applications