Escalation Response Specialist II - Orlando, United States - Oklahoma Complete Health

Description

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Escalation Response Specialist II

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locations

Remote-FL

time type

Full time

posted on

Posted 2 Days Ago

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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.

Provides timely and appropriate resolutions to escalated issues received from various communication channels
Serves as a liaison in maintaining relationships between departments to ensure timely and appropriate issue resolution
Supports the documentation, tracking, and resolution to all assigned complaints and inquiries in writing and/or by telephone in a timely and professional manner
Supports root cause analysis of member/provider issues to identify trends across the enterprise, and works cross functionally with all departments to ensure enterprise-wide solutions
Helps to coordinate with contact center team to research underlying facts of escalated inquiries, determine validity of complaints and evaluate options to remedy these complaints
Reviews 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 escalations
Maintains basic, introductory knowledge of our products and services to provide accurate and effective support to customers
In some instances, researches and identifies basic claims payment errors and make appropriate adjustments
Performs other duties as assigned
Complies with all policies and standards

Education/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.

Pay Range:
$ $26.97 per hour

Centene 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.

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About Us

Centene is committed to helping people live healthier lives.

We provide access to high-quality healthcare, innovative programs and a wide range of health solutions that help families and individuals get well, stay well and be well.

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