Escalation Response Specialist III

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: Responds to complaints and escalations from members or providers. Handles escalations, handling problem tickets, and providing feedback to leadership regarding member and/or 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

Documents, tracks, resolves, and responds to all assigned complaints and inquiries in writing and/or by telephone in a timely and professional manner

Conducts and monitors root cause of member or provider issues to identify trends across the enterprise, and works cross functionally with all departments to ensure enterprise-wide solutions

Coordinates with contact center team to research and review underlying facts of escalated inquiries, determine validity of complaints, and evaluate options to remedy these complaints

Leverages complaint trends to develop recommendations that are designed to enhance member and provider experience and reduce complaints and escalations

Provides timely status update reports to members and internal stakeholders to support transparency and improve the customer experience

Maintains up-to-date knowledge of our products and services to provide accurate and effective support to customers

Performs other duties as assigned

Complies with all policies and standards

Education/Experience: Requires a High School diploma or GED. Requires 2 - 4 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.

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.