Centene Corporation
Escalation Response Specialist II
Centene Corporation, Tampa, Florida, us, 33646
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:
Assists with responding to complaints and escalations from members/providers. Supports in handling escalations, handling problem tickets, and providing feedback to senior team members regarding member/provider issues.Training will be conducted in office in Tampa, FLProvides timely and appropriate resolutions to escalated issues received from various communication channelsServes as a liaison in maintaining relationships between departments to ensure timely and appropriate issue resolutionSupports the documentation, tracking, and resolution to all assigned complaints and inquiries in writing and/or by telephone in a timely and professional mannerSupports root cause analysis of member/provider issues to identify trends across the enterprise, and works cross functionally with all departments to ensure enterprise-wide solutionsHelps to coordinate with contact center team to research underlying facts of escalated inquiries, determine validity of complaints and evaluate options to remedy these complaintsReviews complaint trends and uses guidance of senior team members to develop draft recommendations that are designed to enhance member and provider experience and reduce complaints and escalationsMaintains basic, introductory knowledge of our products and services to provide accurate and effective support to customersIn some instances, researches and identifies basic claims payment errors and makes appropriate adjustmentsPerforms other duties as assignedComplies with all policies and standardsEducation/Experience:
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. Vocation or technical education may include additional on-the-job training or continuous learning education. Experience in a Call Center with Medicare is highly preferred.Pay Range: $17.17 - $26.97 per hourCentene offers a comprehensive benefits package including: competitive pay, 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. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law. Total compensation may also include additional forms of incentives.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.Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act.
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Position Purpose:
Assists with responding to complaints and escalations from members/providers. Supports in handling escalations, handling problem tickets, and providing feedback to senior team members regarding member/provider issues.Training will be conducted in office in Tampa, FLProvides timely and appropriate resolutions to escalated issues received from various communication channelsServes as a liaison in maintaining relationships between departments to ensure timely and appropriate issue resolutionSupports the documentation, tracking, and resolution to all assigned complaints and inquiries in writing and/or by telephone in a timely and professional mannerSupports root cause analysis of member/provider issues to identify trends across the enterprise, and works cross functionally with all departments to ensure enterprise-wide solutionsHelps to coordinate with contact center team to research underlying facts of escalated inquiries, determine validity of complaints and evaluate options to remedy these complaintsReviews complaint trends and uses guidance of senior team members to develop draft recommendations that are designed to enhance member and provider experience and reduce complaints and escalationsMaintains basic, introductory knowledge of our products and services to provide accurate and effective support to customersIn some instances, researches and identifies basic claims payment errors and makes appropriate adjustmentsPerforms other duties as assignedComplies with all policies and standardsEducation/Experience:
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. Vocation or technical education may include additional on-the-job training or continuous learning education. Experience in a Call Center with Medicare is highly preferred.Pay Range: $17.17 - $26.97 per hourCentene offers a comprehensive benefits package including: competitive pay, 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. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law. Total compensation may also include additional forms of incentives.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.Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act.
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