Centene Corporation · 6 hours ago

Customer Service Advocate IV

Full-time

Remote

Mid Level

$22.07/hr - $37.25/hr

4+ years exp

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Hospital & Health Care

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Responsibilities

Assesses and researches customer service needs, determines causes, and initiates corrective actions to other service or technical departments for follow up as needed.

Provides guidance on various complex member or provider issues to resolve customer’s inquiries or requests.

Provides member or providers with information and resources to further educate relevancy to the complex inquiry or concern.

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

Continues to develop in-depth knowledge and deep expertise in multiple additional markets and/or plans in multiple subject areas and responds to complex or escalated questions.

May lead the team in member or provider request resolution and collaborates inter-departmentally to resolve inquiries or concerns.

Identifies, documents and resolves all customer information and communications and updates leadership on customer needs thru root cause analysis, recommendation and resolution.

Collaborates with training teams to develop training materials and/or programs to ensure quality and adherences to policies and procedures.

Records all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application, including customer interactions, details of inquiries, complaints, comments, and final resolution.

Adheres to quality standards, regulations, and confidentiality through the various communication channels.

Participates in special projects as needed.

Performs other duties as assigned.

Complies with all policies and standards.

Qualification

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Root Cause AnalysisCRM Software