Customer Service Advocate I - J00774

Customer Service Advocate I - J00774BC Forward is looking for Customer Service Advocate I (Remote IN)


Position Title: Customer Service Advocate I (Remote IN)
Location: Remote - IN
Anticipated Start Date: 01/26
Duration: 3 months contract to hire
Shift: Required shift 11 am - 8 pm EST M-F
Pay Rate: $19.38/hour (W2)
Need: Previous call center experience; ability to work the 11 AM - 8 PM shift (M-F EST).
Burmese/English Bilingual Proficiency.

Interview Process: 1-Phone Screen, 2-IN Person/Virtual Round
Note : Additional Pay $1hr only to Bilingual Burmese Applicants
Job Description:
Customer Service Advocate I
Centene Job Description
Serves as the first-line advocate that focuses on resolving inquiries, issues, or concerns for members and/or providers.
Leverages a variety of communication channels to provide members and/or providers with timely, accurate, and personalized support on routine complaints.
Previously known as Customer Service Representative or Call Center Representative.
Education/Experience:
Entry-level position typically requiring little or no previous experience.
Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope, and skill reflective of the level of this position.
Experience interacting and multitasking using multiple systems and programs simultaneously preferred.
Responsibilities:

• Receives and responds to routine member and/or provider inquiries, requests, and/or concerns in an accurate and timely manner.
• Mitigates and prevents complaints from being escalated by resolving them during the initial contact.
• Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns.
• Resolves basic problems by communicating the requested information regarding the assessment of the member's or provider's needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution.
• Maintains performance and quality standards based on established contact center metrics.
• Provides customer service in a high-paced contact center environment over the phone, via live chats, and emails.
• Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications.
• Remains up-to-date and adheres to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance.
• Performs other duties as assigned.
• Complies with all policies and standards.

Story Behind the Need - Business Group & Key Projects

• Health plan or business unit: MHS IN call center-inbound call center that handles inquiries from Medicaid members and providers.
• Team culture: Friendly and supportive.
• Surrounding team & key projects: Team includes manager, supervisor, and team leads for support and coaching.
• Purpose of this team: To support our Spanish-speaking Medicaid members.
• Reason for the request: To expand capacity for bilingual member support.
• Motivators for this need: Growing demand for accessible, culturally competent service.
• Any additional upcoming hiring needs? Not specified.

Typical Day in the Role

• Daily schedule & OT expectations: Monday-Friday, 11:00 AM - 8:00 PM EST.
• Typical task breakdown and rhythm: Handling incoming inquiries in both English and Spanish as needed.
• Interaction level with team: Regular collaboration with manager, supervisor, and team leads for support and coaching.
• Work environment description: Fast-paced, supportive inbound call center focused on member advocacy.

Compelling Story & Candidate Value Proposition

• What makes this role interesting? Opportunity to make a direct impact on underserved communities through empathetic, bilingual support.
• Points about team culture: Friendly and supportive environment that encourages growth and teamwork.
• Competitive market comparison: Competitive entry point in the healthcare customer service space.
• Unique selling points: Focus on health equity and language access for Medicaid members.
• Value added or experience gained: Foundational experience in healthcare operations, compliance, and multichannel customer engagement.

Candidate Requirements
Education/Certification

• Required: High School Diploma or GED
• Preferred: N/A

Licensure

• Required: N/A
• Preferred: N/A

Experience

• Years of experience required: None (entry-level)
• Disqualifiers: Not specified
• Best vs.
  average: Demonstrated ability to resolve issues on first contact and maintain composure in a fast-paced setting
• Performance indicators: Adherence to quality standards, first-contact resolution rate, CRM documentation accuracy

Best vs.
Average - Top 3 Must-Have Hard Skills (Stack-ranked by importance)

Experience interacting and multitasking using multiple systems

• Level of experience: Basic proficiency; ability to navigate several applications simultaneously

Good communication in English and Spanish

• Level of experience: Fluent verbal and written skills in both languages

(Not specified in original content)

Nice-to-Haves:

• Previous call center experience
• Availability to work Monday-Friday, 11:00 AM - 8:00 PM EST

Interested candidates please send resume in Word format Please reference job code 249404 when responding to this ad.

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