Outbound Customer Service Advocate II

Job title: Outbound Customer Service Advocate II in California at Centene

Company: Centene

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.Shifts will be Monday through Friday, 8:30am - 5pm CST.Bilingual in Spanish is a plus.Position Purpose: Delivers education and information to members and/or providers on behalf of the customer service team to help inform them of the latest updates or changes made to products, gather information, and ensure a successful experience. Facilitates the reach outs via outbound calls to provide providers with timely, accurate, and personalized support.

• Reaches out to members and/or providers for educational or informational purposes to help support solutions or concerns.


• Escalates calls in the event providers are unable to deliver solutions.


• Serves as the front-line support on various member and/or provider inquiries, requests, or concerns.


• Assists with sharing product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims related outreach with providers.


• Maintains performance and quality standards based on established contact center metrics.


• Expands knowledge on primary market and/or plan, and may expand to cover additional markets and/or plans that may require minor research (e.g., benefits eligibility).


• Documents information including demographics, call summaries, and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications.


• Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance.


• Performs other duties as assigned.


• Complies with all policies and standards.

Expected salary: $17.5 - 27.5 per hour

Location: California

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