Customer Service Advocate I

Centene Corporation • Burr Ridge, IL • 20h ago

You could be the one who changes everything for our 28 million members as a Customer Care professional at Centene. As a diversified, national organization, you'll have access to competitive benefits including a fresh perspective on workplace flexibility.

*Applicants for this position are required to reside in the state of Illinois.

*This is a hybrid position and will require in office attendance one to two days a month.

*The hours of operation for this team are Monday through Friday, 8am to 6pm. The schedule for this position is 9:30am to 6pm.

Position Purpose: Serves as the first-line advocate that focuses on resolving inquiries, issues, or concerns for members and/or providers. Leverages a variety of communication channels to provide members and/or providers with timely, accurate, and personalized support on routine complaints.

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

Education/Experience: Requires a High School diploma or GED. Entry-level position typically requiring little or no previous experience. Experience interacting and multitasking using multiple systems and programs simultaneously preferred. Customer service experience is highly preferred.

Pay Range: $16.01 - $22.98 per hour

Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status. Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act

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