Customer Care Professional I - Healthcare Customer Support and Member Experience

Join the Team That's Changing Healthcare for 28 Million Members

At Centene, we're dedicated to making a positive impact on the lives of our 28 million members. As a diversified, national organization, we're committed to providing exceptional healthcare services and support. We're looking for a talented Customer Care Professional to join our team and be the first point of contact for our members. If you're passionate about delivering outstanding customer experiences and making a difference in people's lives, we want to hear from you!

About Centene

Centene is a leading healthcare company that provides a wide range of services, including health insurance, medical management, and specialty services. We're committed to improving the health and well-being of our members and the communities we serve. Our mission is to provide high-quality, affordable healthcare that meets the unique needs of our members.

Position Purpose

As a Customer Care Professional at Centene, you'll play a critical role in delivering exceptional customer experiences and resolving member issues in real-time. You'll be the first point of contact for incoming or outbound healthcare contact center calls, gathering and verifying demographic information, and routing calls to the appropriate resources. You'll use your critical thinking skills, tools, and problem-solving abilities to identify immediate caller needs, including potential crisis calls, and escalate them as needed.

Key Responsibilities

• Respond to Member Inquiries: Answer incoming or make outbound healthcare contact center calls, gathering and verifying demographic information using standard computer software and systems.
• Utilize Critical Thinking and Problem-Solving Skills: Use tools and apply problem-solving skills to identify immediate caller needs, including potential crisis calls, and route calls to the appropriate resource according to standard operating procedures.
• Document Call Information: Document all call information according to approved operating procedures, accurately identifying caller's presenting concerns and documenting per protocol.
• Communicate Effectively: Use verbal communication strategies to effectively elicit information, gain confidence from callers, and provide reassurance.
• Identify and Escalate Issues: Identify and employ alternative approaches to communicate with callers when encountering barriers and escalate as needed.
• Meet Quality Assurance Requirements: Meet quality assurance requirements and other key performance metrics, including punctuality and attendance.

Requirements and Qualifications

Education and Experience

To be successful in this role, you'll need:

• High School Diploma or Equivalent: A high school diploma or equivalent is required.
• 2+ Years of Customer Service Experience: 2+ years of customer service experience, preferably in a healthcare call center environment.
• Microsoft Office Applications and Data Entry Systems: Experience with Microsoft office applications and data entry systems.
• Data Entry and Call Documentation: Experience with data entry and call documentation.
• Strong Verbal and Written Communication Skills: Strong verbal and written communication skills.
• Bilingual in Spanish (Preferred): Bilingual in Spanish is preferred.

Skills and Competencies

To excel in this role, you'll need:

• Excellent Communication and Interpersonal Skills: The ability to communicate effectively with callers, providing reassurance and resolving issues in a professional and courteous manner.
• Critical Thinking and Problem-Solving Abilities: The ability to think critically and solve problems, identifying immediate caller needs and routing calls to the appropriate resources.
• Attention to Detail: The ability to accurately document call information and identify caller presenting concerns.
• Adaptability and Flexibility: The ability to adapt to changing situations and priorities, working in a fast-paced environment.

Career Growth Opportunities and Learning Benefits

At Centene, we're committed to the growth and development of our employees. We offer:

• Comprehensive Training Program: A comprehensive training program to help you develop the skills and knowledge you need to succeed in your role.
• Career Advancement Opportunities: Opportunities for career advancement and professional growth.
• Tuition Reimbursement: Tuition reimbursement to help you pursue your educational goals.
• Mentorship and Coaching: Mentorship and coaching to help you achieve your career goals.

Work Environment and Company Culture

At Centene, we're proud of our company culture and work environment. We offer:

• Flexible Work Arrangements: Flexible work arrangements, including remote, hybrid, field, or office work schedules.
• Competitive Benefits Package: A comprehensive benefits package, including competitive pay, health insurance, 401K and stock purchase plans, paid time off, and holidays.
• Diverse and Inclusive Workplace: A diverse and inclusive workplace that values the unique perspectives and experiences of our employees.

Compensation and Benefits

We offer a competitive salary range of $15.29 - $26.20 per hour, depending on experience and qualifications. Our total compensation package may also include additional forms of incentives.

Why Join Centene?

At Centene, we're committed to making a positive impact on the lives of our members and the communities we serve. We offer:

• Opportunity to Make a Difference: The opportunity to make a difference in the lives of our 28 million members.
• Comprehensive Benefits Package: A comprehensive benefits package that supports your overall well-being.
• Career Growth Opportunities: Opportunities for career growth and professional development.
• Diverse and Inclusive Workplace: A diverse and inclusive workplace that values your unique perspectives and experiences.

How to Apply

If you're passionate about delivering exceptional customer experiences and making a difference in people's lives, we want to hear from you! Apply now to join our team as a Customer Care Professional and be part of our mission to improve the health and well-being of our members.

Apply Job!