Senture, LLC

Representative

• Respond to customer inquiries through phone, email, text, chat, IVR/self-service tools, and other assigned platforms
• Provide clear, accurate information using approved knowledge-base articles, standard operating procedures, and work instructions
• Deliver Tier 1 customer support, including information services, referrals, order intake and fulfillment, comments and complaints handling, service requests, emergency inquiry support, and escalation routing
• Accurately document customer information, cases, and interactions in designated systems
• Route inquiries to appropriate support channels when needed
• Assess customer needs, resolve inquiries within established authority, and escalate unresolved issues according to program procedures
• Handle crisis, emergency, sensitive, confidential, or challenging customer interactions professionally and with discretion
• Meet standards for call handling, service quality, response times, accuracy, documentation, and customer satisfaction
• Complete required cross-training across programs, services, and communication channels
• Participate in required training, coaching, quality assurance monitoring, and performance improvement activities
• Work assigned shifts in a 24x7x365 customer support environment serving multiple programs and service lines
• Maintain shift and schedule adherence

National Workforce Information Representative

Healthcare Advocate

• Handle inbound and outbound calls to support the healthcare client
• Deliver exceptional customer service while adhering to established protocols and guidelines
• Support members with billing, quoting, medical or pharmacy benefits, requested materials, and claims research
• Utilize web-based systems to address and resolve customer inquiries
• Answer customer inquiries with professional courtesy according to client-specific instructions
• Document each customer's inquiry information into a database
• Verify customer information and make corrections and updates as needed
• Actively listen and offer additional information to improve the customer experience
• Follow up with callers as necessary
• Use statistical contact center data to improve performance
• Adhere to shifts and schedules

Healthcare Member Advocate

Bilingual

• Make an average of 50 outbound calls per hour using an automated dialer system
• Offer, explain, and schedule free in-home or virtual health evaluations with licensed providers
• Handle approximately 85% outbound and 15% inbound calls
• Use pre-approved scripts for consistent and accurate member communication
• Overcome objections using effective rebuttals and persuasively present the value of evaluations
• Utilize multiple systems to schedule providers for in-home or virtual evaluations
• Adjust, reschedule, or cancel appointments as requested
• Meet daily performance metrics including appointments, calls, handle time, and productivity
• Complete overtime when required based on business needs
• Participate in peer side-by-side coaching as needed
• Follow HIPAA guidelines to protect member privacy
• Report member complaints to supervisors immediately

National Workforce Information Representative

Healthcare Member Advocate

Bilingual Spanish – Member Engagement Coordinator