Customer Service Advocate II - Outbound

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