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HourlyPosition Purpose: Act as the first point of customer contact for incoming or outbound healthcare contact center calls. Gather and verify demographic information, utilize tools and critical thinking, and route calls as appropriate following standard operating procedures. Resolve basic and complex verbal member issues in real time.
Answer incoming or make outbound healthcare contact center calls
Gather and verify demographic information and document calls using standard computer software and systems
Use tools and apply problem-solving skills to identify immediate caller needs, including potential crisis calls, and route calls to appropriate resource according to standard operating procedures
Document all call information according to approved operating procedures.
Use verbal communication strategies to effectively elicit information, gain confidence from caller and provide reassurance
Accurately identify caller’s presenting concerns and document per protocol
Identify and employ alternative approaches to communicate with callers when encountering barriers and escalate as needed
Meet quality assurance requirements and other key performance metrics, including punctuality and attendance
Assist with training and precepting of new hires
Participate in at least one quality, process improvement or employee engagement workgroup
Education/Experience: High school diploma or equivalent. 4+ years of customer service experience, preferably in a healthcare call center environment. Experience with Microsoft office applications and data entry systems. Experience with data entry and call documentation. Strong verbal and written communication skills. Bilingual in Spanish preferred.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.TITLE: Customer Care Professional IILOCATION: Charlotte, North CarolinaREQNUMBER: 1158346COMPANY: Customer ServicePOSITION TYPE: Hourly
