**Experienced Customer Service Advocate IV – Resolving Complex Member and Provider Issues in a Dynamic Healthcare Environment**
About Centene
As a leading diversified national organization, Centene serves over 28 million members across the United States. Our commitment to delivering high-quality healthcare services is driven by a passion for making a meaningful difference in the lives of our members. With a focus on innovation, collaboration, and customer-centricity, we strive to create a healthier world for all. If you're a customer-focused professional looking to join a dynamic team that values diversity, equity, and inclusion, we invite you to explore this exciting opportunity.Job Summary
We're seeking an experienced Customer Service Advocate IV to join our team, providing exceptional support to our members and providers. As a key member of our customer care team, you'll be responsible for resolving complex issues and concerns through various communication channels. If you're a skilled communicator, problem-solver, and advocate, we encourage you to apply for this rewarding role.Key Responsibilities
As a Customer Service Advocate IV, you'll be responsible for:- Assessing and researching customer service needs, determining causes, and initiating corrective actions to other service or technical departments for follow-up as needed.
- Providing guidance on various complex member or provider issues to resolve customer inquiries or requests.
- Providing members or providers with information and resources to further educate them on complex inquiries or concerns.
- Providing customer service in a high-paced contact center environment over the phone, via live chats, and emails.
- Continuing to develop in-depth knowledge and deep expertise in multiple additional markets and/or plans in multiple subject areas and responding to complex or escalated questions.
- Maintaining accurate records of customer interactions, details of inquiries, complaints, comments, and final resolutions through the Customer Relationship Management (CRM) application.
- Collaborating with training teams to develop training materials and/or programs to ensure quality and adherence to policies and procedures.
- Participating in special projects as needed and performing other duties as assigned.
Essential Qualifications
To be successful in this role, you'll need:- A High School diploma or GED.
- 4+ years of related experience, with a strong preference for experience within the healthcare industry.
- Excellent communication, problem-solving, and interpersonal skills.
- Ability to work in a fast-paced contact center environment and adapt to changing priorities.
- Strong analytical and critical thinking skills, with the ability to analyze complex issues and develop effective solutions.
- Proficiency in using CRM applications and other technology tools.
Preferred Qualifications
While not required, the following qualifications would be beneficial:- Vocational or technical education in addition to prior work experience.
- Experience working in a customer-facing role, particularly in the healthcare industry.
- Knowledge of healthcare policies, procedures, and regulations.
- Experience with training development and delivery.
Skills and Competencies
To excel in this role, you'll need to possess the following skills and competencies:- Strong customer service skills, with a focus on empathy, active listening, and problem-solving.
- Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
- Strong analytical and critical thinking skills, with the ability to analyze complex issues and develop effective solutions.
- Ability to work in a fast-paced contact center environment and adapt to changing priorities.
- Proficiency in using CRM applications and other technology tools.
- Strong problem-solving and conflict resolution skills, with the ability to navigate complex issues and develop effective solutions.
Career Growth Opportunities and Learning Benefits
At Centene, we're committed to supporting the growth and development of our employees. As a Customer Service Advocate IV, you'll have access to:- Regular training and development opportunities to enhance your skills and knowledge.
- Mentorship and coaching from experienced colleagues.
- Opportunities for career advancement and professional growth within the organization.
- 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.
Work Environment and Company Culture
As a Customer Service Advocate IV, you'll be part of a dynamic team that values diversity, equity, and inclusion. Our work environment is:- Collaborative and supportive, with a focus on teamwork and open communication.
- Fast-paced and challenging, with opportunities for growth and development.
- Committed to delivering high-quality customer service and support.
- Flexible and adaptable, with a focus on meeting the changing needs of our members and providers.
Compensation, Perks, and Benefits
As a Customer Service Advocate IV, you'll receive a competitive hourly rate of $22.07 - $37.25 per hour, depending on your skills, experience, education, and other job-related factors permitted by law. In addition to your hourly rate, you'll also receive:- A comprehensive benefits package, including 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.
- Opportunities for career advancement and professional growth within the organization.
- A commitment to diversity, equity, and inclusion, with a focus on creating a workplace that values and respects all employees.