Customer Service Advocate II- Outbound

Centene Corporation

Job Overview

Location

Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Service Advocate II - Outbound at Centene Corporation, you will play a pivotal role in shaping the experience of our 28 million members. This is an opportunity to be part of a diversified, national organization where your contributions directly impact member satisfaction and engagement. You will be a key point of contact, proactively reaching out to members and providers to deliver essential information, gather feedback, and ensure they have a seamless and positive interaction with Centene's services and products.
• Your primary responsibility will involve conducting outbound calls to educate members and/or providers on the latest updates, changes to products, or important policy shifts. This proactive communication is crucial for ensuring that our stakeholders are well-informed and can effectively navigate our offerings. You will be instrumental in supporting solutions to their concerns and gathering valuable information that helps us refine our services.
• You will serve as the front-line support for a variety of member and provider inquiries, requests, and concerns. This involves actively listening to their needs, providing accurate and timely information, and working towards satisfactory resolutions. Your ability to empathize and communicate clearly will be essential in building trust and fostering strong relationships.
• A significant aspect of this role includes supporting various outreach campaigns. This may involve sharing information about new product awareness initiatives, explaining policy changes, conducting directory audits to ensure accuracy, administering monthly provider satisfaction surveys to gauge their experience, and performing basic claims-related outreach. Your efforts will directly contribute to the operational efficiency and member satisfaction of Centene.
• You will be expected to consistently maintain high performance and quality standards, adhering to established contact center metrics. This includes key performance indicators related to call handling, resolution rates, member satisfaction, and adherence to schedule. Continuous improvement and a commitment to excellence are paramount.
• To excel in this role, you will need to expand your knowledge base regarding our primary markets and plans. As you gain experience, you may be tasked with covering additional markets and plans, which might require minor research into areas such as benefits eligibility. This ongoing learning ensures you can provide comprehensive support across our diverse member base.
• Meticulous documentation is a critical component of this position. You will be responsible for accurately recording information, including member and provider demographics, detailed summaries of calls and communications, and any actions taken. This data is vital for quality assurance, performance tracking, and maintaining a comprehensive history within our Customer Relationship Management (CRM) applications.
• Staying up-to-date with and strictly adhering to quality standards, regulatory requirements, and all company policies is non-negotiable. This ensures the quality, consistency, and compliance of our customer interactions, safeguarding both our members and the organization.
• You will perform other duties as assigned, demonstrating flexibility and a willingness to contribute to the team's overall success. This includes complying with all company policies and standards, embodying the values of Centene in every interaction.
• This role offers a unique opportunity to make a tangible difference in the lives of many by ensuring they receive the best possible support and information. Your dedication to providing exceptional service will be recognized and valued within a supportive and dynamic work environment.
• The outbound nature of this role allows for a proactive approach to customer engagement, preventing issues before they arise and fostering a sense of partnership with our members and providers. You will be empowered to take ownership of your outreach efforts and contribute to Centene's mission of improving health outcomes.
• By joining Centene, you become part of a team committed to innovation and excellence in healthcare services. Your role as a Customer Service Advocate II - Outbound is integral to our ongoing success and our commitment to serving our communities with integrity and compassion.

🎯 Requirements

• High School diploma or GED required.
• 1-2 years of related customer service or contact center experience.
• Experience in a contact center environment is preferred.
• Strong communication and interpersonal skills, with the ability to explain information clearly and concisely.
• Proficiency in using CRM software and other relevant technology.

🏖️ Benefits

• Competitive pay ranging from $17.84 - $28.02 per hour, with adjustments based on skills, experience, and education.
• Comprehensive health insurance options.
• 401K and stock purchase plans for long-term financial growth.
• Tuition reimbursement to support continuous learning and professional development.
• Generous paid time off (PTO) plus holidays.
• Flexible work schedule options, including remote work opportunities.

Skills & Technologies

Remote

$17-28/hr

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Centene Corporation

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About Centene Corporation

Centene Corporation is a publicly traded managed-care enterprise that arranges health-benefit programs for government-sponsored and privately insured individuals. Operating across all 50 U.S. states and internationally, the company focuses on under-insured and uninsured populations through Medicaid, Medicare, and Marketplace offerings. Its services include behavioral health, pharmacy benefits, vision, dental, telehealth, and in-house clinical programs. Centene partners with physicians, hospitals, and community organizations to coordinate cost-effective care, emphasizing data analytics and value-based reimbursement models. Headquartered in St. Louis, Missouri, it serves more than 25 million members, positioning itself as a leading intermediary between payers and healthcare providers.

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