Experienced Customer Service Advocate for Healthcare Solutions - Delivering Personalized Support to Members and Providers in Oklahoma

Introduction to Oklahoma Complete Health

Oklahoma Complete Health, a Centene company, is at the forefront of providing innovative healthcare solutions, transforming the lives of millions of Oklahomans. As a community advocate and change-maker, we are committed to delivering high-quality services that make a real difference. Our organization is built on a foundation of inclusivity, work-life balance, competitive compensation, and continuous career development. We are now seeking a dedicated and compassionate Customer Service Advocate to join our team, playing a vital role in resolving inquiries, issues, or concerns for our members and providers.

Job Overview

As a Customer Service Advocate I, you will be the first point of contact for our members and providers, providing timely, accurate, and personalized support via various communication channels. Your primary goal will be to resolve routine complaints and mitigate escalations, ensuring that our members and providers receive the best possible experience. This is an entry-level position, ideal for individuals who are passionate about delivering exceptional customer service, with little or no previous experience required.

Key Responsibilities

• Receive and respond to routine member and provider inquiries, requests, and concerns in an accurate and timely manner, utilizing a variety of communication channels, including phone, live chats, and emails.
• Mitigate and prevent complaints from being escalated by resolving issues in the initial contact, providing a seamless experience for our members and providers.
• Serve as the front-line resolution advocate, addressing various member and provider inquiries, requests, or concerns, and resolving basic problems by communicating requested information and determining the cause.
• Maintain performance and quality standards based on established contact center metrics, ensuring that all interactions meet our high standards of customer service.
• Document all member or provider information and communications for quality and performance tracking through our Customer Relationship Management (CRM) applications, ensuring that all data is accurate and up-to-date.
• Remain up-to-date and adhere to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance, maintaining the highest level of professionalism and integrity.
• Perform other duties as assigned, demonstrating flexibility and a willingness to adapt to changing circumstances and priorities.

Essential and Preferred Qualifications

To be successful in this role, you will require a High School diploma or GED, with little or no previous experience necessary. However, experience interacting and multitasking using multiple systems and programs simultaneously is preferred, as well as excellent communication and problem-solving skills. You should be comfortable working in a high-paced contact center environment, with the ability to provide customer service via phone, live chats, and emails.

Skills and Competencies

• Excellent communication and interpersonal skills, with the ability to provide personalized support to our members and providers.
• Strong problem-solving and analytical skills, with the ability to resolve basic problems and determine the cause.
• Ability to work in a fast-paced environment, prioritizing tasks and managing multiple responsibilities.
• Strong attention to detail, with the ability to maintain accurate and up-to-date records and documentation.
• Ability to adapt to changing circumstances and priorities, demonstrating flexibility and a willingness to learn.
• Strong technical skills, with the ability to navigate multiple systems and programs simultaneously.

Career Growth Opportunities and Learning Benefits

At Oklahoma Complete Health, we are committed to the growth and development of our employees, providing opportunities for continuous learning and career advancement. As a Customer Service Advocate, you will have access to comprehensive training programs, designed to enhance your skills and knowledge, and prepare you for future roles within the organization. You will also have the opportunity to work with a talented team of professionals, who are passionate about delivering exceptional customer service and making a real difference in the lives of our members and providers.

Work Environment and Company Culture

Our organization is built on a foundation of inclusivity, respect, and empathy, with a strong commitment to diversity and equal opportunities. We value the unique perspectives and experiences that our employees bring to the workplace, and we are dedicated to creating a positive and supportive work environment that fosters collaboration, creativity, and innovation. As a Customer Service Advocate, you will be part of a dynamic team that is passionate about delivering exceptional customer service, and making a real difference in the lives of our members and providers.

Compensation, Perks, and Benefits

We offer a competitive pay range of $15.68 - $22.54 per hour, depending on experience and qualifications. In addition to a comprehensive benefits package, including 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. We are committed to providing a positive and supportive work environment that recognizes and rewards the contributions of our employees.

Conclusion

If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. As a Customer Service Advocate I, you will play a vital role in resolving inquiries, issues, or concerns for our members and providers, and will be part of a dynamic team that is dedicated to making a real difference in the lives of Oklahomans. Don't miss this opportunity to join a growing and innovative organization that values diversity, inclusivity, and exceptional customer service. Apply now to become a part of our team and start making a difference today!