PA Health & Wellness is a national organization committed to providing quality service to its members. The Customer Service Advocate II will educate and inform members and providers, facilitate outbound calls, and ensure a successful customer experience while maintaining performance and quality standards.
Responsibilities
- Delivers education and information to members and/or providers on behalf of the customer service team to help inform them of the latest updates or changes made to products, gather information, and ensure a successful experience
- Facilitates the reach outs via outbound calls to provide providers with timely, accurate, and personalized support
- Reaches out to members and/or providers for educational or informational purposes to help support solutions or concerns
- Escalates calls in the event providers are unable to deliver solutions
- Serves as the front-line support on various member and/or provider inquiries, requests, or concerns
- Assists with sharing product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims related outreach with providers
- Maintains performance and quality standards based on established contact center metrics
- Expands knowledge on primary market and/or plan, and may expand to cover additional markets and/or plans that may require minor research (e.g., benefits eligibility)
- Documents information including demographics, call summaries, 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
Skills
- Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future
- Requires a High School diploma or GED
- Requires 1 – 2 years of related experience
- May require vocational or technical education in addition to prior work experience
- Expands knowledge on primary market and/or plan, and may expand to cover additional markets and/or plans that may require minor research (e.g., benefits eligibility)
- Documents information including demographics, call summaries, 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
- Experience in a contact center environment preferred
Benefits
- Competitive pay
- Health insurance
- 401K and stock purchase plans
- Tuition reimbursement
- Paid time off plus holidays
- A flexible approach to work with remote, hybrid, field or office work schedules
Company Overview
Established to deliver quality healthcare in the state of Pennsylvania through local, regional and community-based resources, PA Health & Wellness is a Managed Care Organization and subsidiary of Centene Corporation (Centene). It was founded in 2016, and is headquartered in Camp Hill, Pennsylvania, USA, with a workforce of 501-1000 employees. Its website is https://www.pahealthwellness.com/.