Customer Service Advocate Iv (Remote)

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 job have the flexibility to work remote from home anywhere in the Continental United States. Candidate must work Eastern Time Zone business hours.

Position Purpose: Performs as the advocate that focuses on resolving complex issues or concerns for members or providers. Leverages a variety of communication channels to provide members or providers with timely, accurate, and personalized resolutions on complex complaints and escalations.

• 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.

Education/Experience: Requires a High School diploma or GED. Requires 4+ years of related experience. May require vocational or technical education in addition to prior work experience. Vocation or technical education may include additional on-the-job training or continuous learning education. College, vocation, or technical education may include additional on-the-job training or continuous learning education preferred. Experience handling call escalations as well as call center experience is preferred. Leadership or Lead experience is preferred.

Pay Range: $22.07 – $37.25 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. Total compensation may also include additional forms of incentives.

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