Customer Service Advocate IV

Company: Centene
Location: Shawnee
Posted on: November 19, 2023

Job Description:

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.
Oklahoma Complete Health, a Centene company, is committed to providing quality healthcare solutions to transform the health of Oklahomans.
At Oklahoma Complete Health, we are community advocates and change-makers in search of an inclusive culture grounded by our commitment to work-life balance, competitive compensation, and continuous career development. Join us and be a part of a collaborative, growing network of innovative thinkers delivering solutions at the local level.Must reside in OklahomaPosition 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
  Our Comprehensive Benefits Package: Flexible work solutions including remote options, hybrid work schedules and dress flexibility, Competitive pay, Paid time off including holidays, Health insurance coverage for you and your dependents, 401(k) and stock purchase plans, Tuition reimbursement and best-in-class training and development.
  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.

Keywords: Centene, Midwest City , Customer Service Advocate IV, Hospitality & Tourism , Shawnee, Oklahoma