What are the responsibilities and job description for the Customer Service Rep-Peer Coach position at Centene Corporation?
***Bilingual Candidate Spanish/English STRONGLY Preferred***
Position Purpose: The Peer Coach operates as part of a cross-functional call center team which connects individuals to social service organizations. Coaches perform a variety of roles such as: handling inbound/outbound phone calls, research and populate meaningful data into the team database, and performing organization audits to ensure the database is up to date.
- Receives inbound phone calls from individuals seeking social service referrals.
- Performs outbound calls to ensure quality of referrals provided.
- Conducts structured interviews to narrow down the team database so appropriate referrals are provided to callers.
- Regularly audits current database entries to ensure organization information is up to date.
- Researches Internet for community organizations and events to expand database entries.
- Identifies and communicates resource gaps in the database.
- Schedules transportation to doctor's appointments for select WellCare members.
- Performs concierge services such as updating addresses, searching for covered providers, requesting ID cards, setting appointment, and quotes co-pay amounts for a select population of WellCare members.
- Maintains a positive, empathetic, and professional attitude towards callers.
- Responds promptly to caller inquiries.
- Keeps record of caller interactions and accurately completes data entry into designated systems.
- Performs other duties as assigned
- Communicates and coordinates efforts with team as necessary
- Maintains strict confidentiality of member information according to HIPAA and WellCare policies.
Qualifications:
Candidate Education: Required A High School or GED Candidate Experience: Preferred 6 months of experience in Customer service, call center environment, social services organization.
Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.