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Customer Service Representative - Call Center

WellCare Tampa, FL
  • Expired: December 02, 2019. Applications are no longer accepted.

The Peer Coach operates as part of a cross-functional call center team which connects individuals to social service organizations. Coaches perform a variety of roles such as: handling inbound/outbound phone calls, research and populate meaningful data into the team database, and performing organization audits to ensure the database is up to date.


Reports To: Mgr, Community Help Line

Department: Public Affairs-Advocacy

Location: Tampa, FL

Essential Functions: 

  • Receives inbound phone calls from individuals seeking social service referrals.
  • Performs outbound calls to ensure quality of referrals provided.
  • Conducts structured interviews to narrow down the team database so appropriate referrals are provided to callers.
  • Regularly audits current database entries to ensure organization information is up to date.
  • Researches Internet for community organizations and events to expand database entries.
  • Identifies and communicates resource gaps in the database.
  • Schedules transportation to doctor's appointments for select WellCare members.
  • Performs concierge services such as updating addresses, searching for covered providers, requesting ID cards, setting appointment, and quotes co-pay amounts for a select population of WellCare members.
  • Maintains a positive, empathetic, and professional attitude towards callers.
  • Responds promptly to caller inquiries.
  • Keeps record of caller interactions and accurately completes data entry into designated systems.
  • Performs other duties as assigned
  • Communicates and coordinates efforts with team as necessary
  • Maintains strict confidentiality of member information according to HIPAA and WellCare policies.
Additional Responsibilities:


Candidate Education:

  • Required A High School or GED
Candidate Experience:
  • Preferred 6 months of experience in Customer service, call center environment, social services organization
Candidate Skills:
  • Intermediate Ability to work in a fast paced environment with changing priorities
  • Intermediate Demonstrated time management and priority setting skills
  • Intermediate Ability to identify basic problems and procedural irregularities, collect data, establish facts, and draw valid conclusions
  • Intermediate Demonstrated interpersonal/verbal communication skills
  • Intermediate Ability to multi-task
  • Intermediate Demonstrated customer service skills
  • Intermediate Other Demonstrated ability to show empathy, understanding, and positivity as appropriate in a variety of situations
  • Intermediate Other Ability to control tone and effectively communicate over the phone
  • Intermediate Other Demonstrated ability to take ownership of assigned priorities
Licenses and Certifications:
A license in one of the following is required:
    Technical Skills:
    • Preferred Beginner Microsoft Outlook
    • Preferred Beginner Microsoft Excel
    • Preferred Beginner Microsoft Word



      Tampa, FL