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Centene Corporation Customer Service Representative II in Tampa, Florida

Position Purpose:

Resolve customer inquiries via telephone and written correspondence in a timely and appropriate manner

  • Reference current materials to answer escalated and complex inquiries from members and providers regarding claims, eligibility, covered benefits and authorization status matters

  • Provide assistance to members and/or providers regarding website registration and navigation

  • Educate members and/or providers on health plan initiatives Provide first call resolution working with appropriate internal/external resources, and ensure closure of all inquiries

  • Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application

  • Process written customer correspondence and provide the appropriate level of follow-up in a timely manner

  • Research and identify processing inaccuracies in claim payments and route to the appropriate team for claim adjustment

  • Identify trends related to member and/or provider inquiries that may lead to policy or process improvements that support excellent customer service and impact quality and performance standards

  • 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 and claims processing, billing and/or coding experience preferred. 1+years of experience in Medicare, Medicaid managed care or insurance environment preferred. 2+ years ofcustomer service experience in a call center environment. Knowledge of managed care programs and services preferred. Depending on the state, bi-lingual skills may also be preferred. PLEASE NOTE: Upon submitting an application, you will need to complete two short online assessments. A link will be emailed to you promptly after your submission. These are required in order to move forward in the selection process. Thank you for your interest!

License/Certification:

For Corporate only: High School diploma or equivalent required. 2+ years of customer service experience required. An Associate's degree and/or Bachelor's degree may be substituted for call center/customer service experience. Customer Service experience in healthcare or insurance industry strongly preferred.For Foundation Care Only: Ability to complete Missouri Registered Pharmacy Tech application on 1st day of hire to obtain non-restricted Missouri Registered Pharmacy Tech within 30 days of hire OR Active Missouri Registered Pharmacy Tech license. 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: Customer Service Representative II LOCATION: Tampa, Florida REQNUMBER: 1236095 COMPANY: Customer Care POSITION TYPE: Both

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