Job description

Remote
Must reside in: TX, AZ, FL, NY, TN, AL

Role Summary:
This role supports our clinical teams by completing an assessment that is used to stratify Cigna MA customers’ risk level. Expected to provide excellent customer service to all internal and external customers. This is a non-clinical role.

Major responsibilities and desired results:
Making/receiving outbound/inbound phone calls from customers completing the Health Risk Assessment survey
Entering data from mailed in surveys.
Utilizes effective communication, courtesy and professionalism in all interactions, both internally and externally.
Communicates both internally and externally to provide and verify information; to explain processes.
Accesses system to collect and enter non-clinical data.
Provides accurate information to callers based on customer and service requirements within product lines.
Determines the course of action based on pre-established guidelines; channeling to appropriate staff as needed.
Performs outbound calls to providers to request additional information on as needed basis.
Verifies member eligibility
Maintains data tracking grids and retrieval of internal reports as required
Other non-clinical functions /tasks as assigned and appropriate per standard policies and procedures.
Serves as support resource of unit, assisting Supervisor with workflow, process improvement, customer issues, and performs other duties as assigned.
Actively participates on special projects and internal/external customer demonstrations as needed.
Adheres to quality assurance standards and all case management policies and procedures.

Minimum requirements:
Prior experience in customer service role/operation

Preferred requirements:
Strong telecommunications and customer service skills
Ability to work independently and to make independent decisions
Ability to work unsupervised on special projects
Basic computer skills and experience (MS Word, Excel, and Outlook)
Working knowledge of Cigna technology and telephone systems
Working knowledge of medical terminology and coding as it relates to specialty services
Ability to adapt and be flexible within fast-paced, dynamic, and changing environment
Ability to adapt to a high volume contact center environment
Ability to function as part of a team to achieve common goals
Time management and priority setting skills
Ability to consistently met/exceeded APO’s
Demonstrated leadership skills
Strong presentation skills desired
Demonstrated ability to participate in or lead projects and workflow improvement initiatives

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

About Cigna Healthcare
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

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