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Customer Service Advocate II – Outbound
| Company | Centene |
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| Location | Phoenix, AZ, USA |
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| Salary | $17.5 – $27.5 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Junior |
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Requirements
- High School diploma or GED
- 1 – 2 years of related experience
- Vocational or technical education may be required in addition to prior work experience
- Experience in a contact center environment preferred
Responsibilities
- 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
Preferred Qualifications
- Experience in a contact center environment preferred
