Experienced Outbound Customer Service Advocate II – Remote Opportunity for Bilingual Professionals to Drive Member Success and Provider Engagement

Introduction to Centene and Our Mission

At Centene, we are dedicated to transforming the health of the community, one person at a time. As a diversified, national organization, we offer a unique blend of innovative solutions and personalized support to our 28 million members. Our commitment to diversity, equity, and inclusion is at the heart of everything we do, and we are passionate about creating a workplace where everyone feels valued, respected, and empowered to succeed. We are now seeking an experienced and skilled Outbound Customer Service Advocate II to join our team, and we invite you to be a part of our mission to change everything for our members.

Job Overview

In this remote role, you will have the opportunity to make a meaningful impact on the lives of our members and providers. As an Outbound Customer Service Advocate II, you will be responsible for delivering education and information to members and providers on behalf of our customer service team. Your goal will be to inform them of the latest updates or changes made to products, gather information, and ensure a successful experience. You will facilitate outreach via outbound calls to provide providers with timely, accurate, and personalized support, addressing their concerns and resolving issues in a professional and courteous manner.

Key Responsibilities

• Reach out to members and/or providers for educational or informational purposes to help support solutions or concerns, ensuring that all interactions are handled with empathy, understanding, and a customer-centric approach.
• Escalate calls in the event providers are unable to deliver solutions, ensuring that all issues are resolved promptly and efficiently.
• Serve as the front-line support on various member and/or provider inquiries, requests, or concerns, providing accurate and timely information to resolve issues and improve the overall customer experience.
• Assist with sharing product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims related outreach with providers, ensuring that all stakeholders are informed and up-to-date on the latest developments.
• Maintain performance and quality standards based on established contact center metrics, continually striving for excellence and improvement in all aspects of your work.
• Expand your knowledge on primary market and/or plan, and may expand to cover additional markets and/or plans that may require minor research, demonstrating your ability to learn and adapt in a rapidly changing environment.
• Document information including demographics, call summaries, and communications for quality and performance tracking through our Customer Relationship Management (CRM) applications, ensuring that all data is accurate, complete, and up-to-date.
• Remain up-to-date and adhere to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance, demonstrating your commitment to excellence and your passion for delivering exceptional customer experiences.
• Perform other duties as assigned, demonstrating your flexibility, adaptability, and willingness to support the team and contribute to the success of the organization.
• Comply with all policies and standards, ensuring that your work is guided by our core values of integrity, respect, and empathy.

Essential Qualifications

To be successful in this role, you will need to possess a High School diploma or GED, as well as 1-2 years of related experience in a contact center environment. You may also require vocational or technical education in addition to prior work experience, and you should be willing to continually learn and develop your skills to stay up-to-date with the latest industry trends and developments. Bilingual proficiency in Spanish is preferred, and you should be comfortable working in a fast-paced, dynamic environment where no two days are ever the same.

Preferred Qualifications

• Experience in a contact center environment, preferably in a healthcare or customer service role, where you have developed strong communication, problem-solving, and interpersonal skills.
• Vocational or technical education in a related field, such as customer service, communications, or healthcare administration, demonstrating your commitment to ongoing learning and professional development.
• Continuous learning education or on-the-job training, showing your ability to adapt to new situations, learn from feedback, and continually improve your performance.
• Strong knowledge of contact center metrics and quality standards, ensuring that you are able to measure and evaluate your performance, identify areas for improvement, and develop strategies to achieve excellence.

Skills and Competencies

To excel in this role, you will need to possess a range of skills and competencies, including:

• Excellent communication and interpersonal skills, with the ability to build rapport with members and providers, and to communicate complex information in a clear, concise, and empathetic manner.
• Strong problem-solving and analytical skills, with the ability to resolve issues promptly and efficiently, and to identify opportunities for improvement and growth.
• Ability to work in a fast-paced, dynamic environment, with the ability to prioritize tasks, manage multiple projects, and meet deadlines in a timely and efficient manner.
• Strong attention to detail and organizational skills, with the ability to maintain accurate and complete records, and to ensure that all data is up-to-date and compliant with regulatory requirements.
• Ability to learn and adapt quickly, with the ability to stay up-to-date with the latest industry trends and developments, and to continually develop your skills and knowledge to meet the evolving needs of the organization.

Career Growth Opportunities and Learning Benefits

At Centene, we are committed to supporting the growth and development of our employees, and we offer a range of career growth opportunities and learning benefits to help you achieve your goals. These include:

• Comprehensive training programs, designed to help you develop the skills and knowledge you need to succeed in your role, and to advance your career within the organization.
• Opportunities for advancement, with the ability to move into leadership roles, or to specialize in a particular area of interest, such as customer service, operations, or healthcare administration.
• Mentorship and coaching, with the ability to work with experienced professionals who can provide guidance, support, and feedback to help you achieve your goals.
• Continuous learning and development opportunities, with the ability to attend conferences, workshops, and training sessions, and to pursue ongoing education and professional development.

Work Environment and Company Culture

At Centene, we are proud of our diverse and inclusive workplace culture, and we are committed to creating an environment where everyone feels valued, respected, and empowered to succeed. Our company culture is built on a foundation of:

• Integrity, with a commitment to doing the right thing, even when it's difficult, and to upholding the highest standards of ethics and integrity in all our interactions.
• Respect, with a commitment to treating everyone with dignity and respect, and to creating an environment where everyone feels welcome, included, and valued.
• Empathy, with a commitment to understanding and responding to the needs of our members, providers, and employees, and to creating an environment where everyone feels supported, cared for, and empowered to succeed.
• Collaboration, with a commitment to working together as a team, and to leveraging our collective skills, knowledge, and experience to achieve our goals and drive success.

Compensation, Perks, and Benefits

We offer a competitive compensation package, with a salary range of $17.17 - $26.97 per hour, depending on experience and qualifications. Our comprehensive benefits package includes:

• Competitive pay, with the ability to earn a salary that reflects your skills, experience, and qualifications.
• Health insurance, with the ability to choose from a range of plans that meet your needs and budget.
• 401K and stock purchase plans, with the ability to save for your future, and to invest in the success of the organization.
• Tuition reimbursement, with the ability to pursue ongoing education and professional development, and to advance your career within the organization.
• Paid time off plus holidays, with the ability to take time off to relax, recharge, and pursue your interests.
• A flexible approach to work, with the ability to work remotely, or to choose from a range of flexible scheduling options that meet your needs and lifestyle.

Conclusion

If you are a motivated and compassionate individual who is passionate about delivering exceptional customer experiences, and who is committed to making a positive impact on the lives of our members and providers, we invite you to apply for this exciting opportunity. As an Outbound Customer Service Advocate II, you will have the chance to work with a talented and dedicated team, and to contribute to the success of a dynamic and growing organization. Don't miss out on this opportunity to join our team, and to start making a difference today. Apply now, and let's build the future together!