Senior Customer Service Representative

Company: Centene Corporation
Location: El Paso
Posted on: May 21, 2023

Job Description:

You could be the one who changes everything for our 26 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: Resolve customer inquiries via telephone and written correspondence in a timely and appropriate manner.
Using current reference materials, answer inquiries from members and/or providers regarding claims, eligibility, covered benefits, authorizations and pharmacy related matters
Provide assistance to members and/or providers regarding website registration and navigation
Educate members and/or providers on health plan initiatives during telephone conversations
Provide first call resolution; working with appropriate internal/external resources, completing necessary follow-up, and ensuring closure of the inquiry
Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application
Identify trends related to member and/or provider inquiries to respond proactively and provide feedback to management
Process and follow through on all matters related to Provider Addition, Change and Termination (PACT) forms, Customer Service Forms (CSFs), and claims projects in a timely manner. Conduct appropriate auditing processes
Process forms required to release pending claims to providers
Work with other departments on cross functional tasks and projects
Maintain performance and quality standards based on established call center metrics including turn-around times
Education/Experience: High school diploma or equivalent. Associates' degree preferred or equivalent education and/or experience preferred One-year experience as a Customer Service Representative or previous Call Center, Healthcare or insurance experience. Should be proficient in understanding the working of a call center environment. Expert in customer service, verbal communication over the phone. Six months claims processing, billing and/or coding experience preferred.
Our Comprehensive Benefits Package: Flexible work solutions including remote options, hybrid work schedules and dress flexibility, Competitive pay, Paid time off including holidays, Health insurance coverage for you and your dependents, 401(k) and stock purchase plans, Tuition reimbursement and best-in-class training and development.
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: Senior Customer Service Representative
LOCATION: El Paso, Texas
REQNUMBER: 1425114

Keywords: Centene Corporation, El Paso , Senior Customer Service Representative, Hospitality & Tourism , El Paso, Texas