Customer Service Advocate I - Member Experience and Support at Centene

Join the Team that's Changing Everything for 28 Million Members

Are you passionate about delivering exceptional customer experiences and making a positive impact on people's lives? Do you thrive in fast-paced environments and enjoy working with diverse groups of people? If so, we invite you to join Centene, a leading diversified national organization, as a Customer Service Advocate I. As a key member of our customer care team, you'll have the opportunity to resolve inquiries, issues, and concerns for our 28 million members and providers, while enjoying a fresh perspective on workplace flexibility and competitive benefits.

About Centene and Our Culture

Centene is a Fortune 500 company that operates in the healthcare industry, providing a range of services and support to our members and providers. We're committed to diversity, equity, and inclusion, and value the unique perspectives and experiences that our employees bring to the table. Our culture is built on a foundation of respect, empathy, and collaboration, and we're dedicated to creating a work environment that's engaging, challenging, and rewarding.

Our Mission and Values

At Centene, our mission is to improve the health and well-being of our members and the communities we serve. We're guided by a set of core values that include:

• Member-centricity: We're committed to putting our members at the center of everything we do.
• Integrity: We operate with transparency, honesty, and ethics in all our interactions.
• Respect: We value the diversity and individuality of our members, providers, and employees.
• Excellence: We strive for excellence in everything we do, from the services we provide to the way we work together as a team.

Position Purpose and Key Responsibilities

As a Customer Service Advocate I at Centene, you'll serve as the first-line advocate for our members and providers, focusing on resolving inquiries, issues, and concerns in a timely and personalized manner. Your key responsibilities will include:

• Receiving and responding to routine member and provider inquiries, requests, and concerns in an accurate and timely manner.
• Mitigating and preventing complaints from being escalated to resolve in initial contact.
• Serving as the front-line resolution advocate on various member and provider inquiries, requests, or concerns.
• Resolving basic problems by communicating the requested information regarding the assessment of member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution.
• Maintaining performance and quality standards based on established contact center metrics.
• Providing customer service in a high-pace contact center environment over the phone, via live chats, and emails.
• Documenting all member or provider information and communications for quality and performance tracking through our Customer Relationship Management (CRM) applications.
• Remaining up-to-date and adhering to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance.

Requirements and Qualifications

To be successful as a Customer Service Advocate I at Centene, you'll need:

Essential Qualifications

• A High School diploma or GED.
• Entry-level position typically requiring little or no previous experience.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment and multitask using multiple systems and programs simultaneously.

Preferred Qualifications

• Previous experience in customer service or a related field.
• Experience interacting with diverse groups of people, including members, providers, and internal stakeholders.
• Familiarity with CRM applications and other customer service software.

Skills and Competencies

To excel in this role, you'll need to possess the following skills and competencies:

• Communication skills: You'll need to be able to communicate effectively with members, providers, and internal stakeholders, both verbally and in writing.
• Problem-solving skills: You'll need to be able to analyze problems, identify solutions, and make sound judgments.
• Time management skills: You'll need to be able to prioritize tasks, manage your time effectively, and meet productivity and quality standards.
• Adaptability: You'll need to be able to adapt to changing situations, priorities, and deadlines.
• Emotional intelligence: You'll need to be able to understand and empathize with the needs and concerns of our members and providers.

Career Growth Opportunities and Learning Benefits

At Centene, we're committed to the growth and development of our employees. As a Customer Service Advocate I, you'll have access to:

• Comprehensive training programs to help you develop your skills and knowledge.
• Career advancement opportunities within our customer care team and across the organization.
• Tuition reimbursement and other education benefits to help you achieve your educational goals.
• A supportive and collaborative work environment that encourages feedback, learning, and growth.

Work Environment and Company Culture

At Centene, we offer a flexible approach to work, with remote, hybrid, field, or office work schedules available. Our work environment is designed to be engaging, challenging, and rewarding, with:

• A dynamic and supportive team environment.
• Opportunities for professional growth and development.
• A culture that values diversity, equity, and inclusion.
• A comprehensive benefits package, including competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off, and holidays.

Compensation and Benefits

We offer a competitive salary range of $15.68 - $22.54 per hour, depending on experience and qualifications. Our comprehensive benefits package includes:

• Competitive pay.
• Health insurance.
• 401K and stock purchase plans.
• Paid time off and holidays.
• A flexible approach to work with remote, hybrid, field, or office work schedules.

Why Join Centene?

If you're passionate about delivering exceptional customer experiences and making a positive impact on people's lives, we invite you to join our team at Centene. As a Customer Service Advocate I, you'll have the opportunity to:

• Make a difference in the lives of our 28 million members and providers.
• Work in a dynamic and supportive team environment.
• Develop your skills and knowledge through comprehensive training programs.
• Enjoy a comprehensive benefits package and competitive salary.
• Be part of a culture that values diversity, equity, and inclusion.

Apply now to join our team and start making a difference in the lives of our members and providers!