Job Description
Title: Customer Service Advocate II – Mandarin-Cantonese – Remote
Location: New York; Florida; North Carolina; District of Columbia, United States
Part-Time
You could be the one who changes everything for our 28 million members as a Customer Care professional at Centene. As a diversified, national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility.
Position Purpose: Performs as the advocate that focuses on resolving routine inquiries, issues or concerns for members and/or providers. Leverages a variety of communication channels to provide members and/or providers with timely, accurate, and personalized support on routine complaints and escalations. Bilingual fluency in Mandarin and Cantonese (speak, read, and write). Part time position.
Required Bilingual fluency in Mandarin and Cantonese (speak, read, and write)
Part-time: 25 work hours per week
Assesses and researches routine member and/or provider inquiries, requests and/or concerns to determines causes, and initiates corrective actions to other service or technical departments for follow up as needed
Mitigates and prevents complaints from being escalated to resolve in initial contact
Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns
Provides support on various member or provider issues to ensure customers receive high-quality service
Maintains performance and quality standards based on established contact center metrics
Provides customer service in a high pace contact center environment over the phone, via live chats and emails
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, regulations, and all other policies to ensure quality, consistency, and compliance
Provides expertise in resolving multiple inquiries, requests and/or concern across all areas of responsibilities
Performs other duties as assigned
Complies with all policies and standards
Education/Experience: High school diploma or equivalent. Required Bilingual fluency in Mandarin and Cantonese (speak, read, and write) language proficiency exam may be required upon hire. Previous call center experience in the Healthcare / Insurance field preferred. Claims processing, billing and/or coding experience preferred.