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.
Position 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
College, vocation, or technical education may include additional on-the-job training or continuous learning education preferred.Pay Range: $21.64 – $36.53 per hour
Centene offers 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. Actual pay will be adjusted based on an individual’s skills, experience, education, and other job-related factors permitted by law. Total compensation may also include additional forms of incentives.
About Us
Centene is committed to helping people live healthier lives. We provide access to high-quality healthcare, innovative programs and a wide range of health solutions that help families and individuals get well, stay well and be well.