What are the responsibilities and job description for the Customer Service Advocate III position at Federal Services?
Your Career, Your Journey!
Thank you for exploring internal career opportunities at Centene and its family of companies. Your professional development is an integral part of the enterprise’s ongoing success.
As you continue to find your purpose, we encourage you to use the tools and resources available on Centene University.
Work with your Leader
As you enter the application process, please work with your leader as it relates to your professional development plan.
Prior to an interview it is company policy that you notify your current leader. Please refer to: CC. HUMR.13.
Growing your career and impacting the lives of our 28 million members go hand in hand as we continue to transform the health of the community one person at a time.
*Hours of operation are M-F 5am to 9pm Pacific with overtime based on business needs including weekend coverage from time to time. Assigned schedule to be determined.*Applicants for this job have the flexibility to work remote from home anywhere in the United States
Position Purpose: Serves as the advocate that focuses on resolving more complex issues or concerns for members or providers. Leverages a variety of communication channels to provide members or providers with timely, accurate, and personalized support on more 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 support and guidance on various more complex, member or provider issues to ensure customers receive high-quality services
Resolves complex problems and educates customers on solutions or requested information
Provides customer service in a high pace contact center environment over the phone, via live chats and emails
Identifies and documents all customer information and communications to update leadership on customer needs thru root cause analysis
Provides guidance and training to other team members on more complex issues in absence of team lead
Documents all member or provider information 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
Education/Experience:
Requires a High School diploma or GED. Requires 2 - 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. Tricare experience highly preferred.
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.
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.
Job Grade:
C3