Job description
Customer Service Advocate (Representative)- Applications will only be considered for candidates living in Department of Defense approved counties*
As a Cigna Group Customer Service Representative, you’ll help our 95+ million members make the most of our benefit offerings; setting our customers at ease by helping answer their questions and providing solutions to their problems.
In this role you will: Facilitate inbound and outbound calls from and to doctors and medical offices as well as patients inquiring about their medical coverage and home delivery benefits. Accurately complete and document patient interactions and transactions in company databases. Initiate calls and faxes to prescribers to obtain prescriptions on behalf of patients who agree to use home delivery. Contact prescribers to create awareness of their patient’s request to fill their prescriptions via home delivery pharmacy and submit for processing. Effectively manage a caseload of records to facilitate timely processing of home delivery prescription requests.
ESSENTIAL FUNCTIONS
Update conversion requests and provide shipment status to members
Facilitate transition of requested medications to home delivery
Advocate for the member patient by placing phone calls, fax or other means to physician’s office to obtain prescriptions and forward to pharmacy for fulfillment
Obtain new prescriptions from physician’s office and record approval status
Evaluate prescription status determine next steps and record outcome
Service incoming calls from doctors’ offices
Ensure accurate and complete documentation is entered into the appropriate systems for all contacts (internal/external) to maintain the quality of the home delivery process, document HIPAA compliance and reduce potential legal concerns
Navigate multiple on-line systems to capture and interpret basic patient/physician information and document the information in company data systems
Resolve questions and/or issues that may be preventing shipment of an order
Special projects and other duties as assigned
QUALIFICATIONS
High School Diploma or GED required
Remote work experience preferred
2-3 years of relevant experience – Healthcare, Client focused Call Center
Tech savvy - Strong PC knowledge including Microsoft Office
Soft Skills: Patience, Empathy, Drive, Multi-Tasking, Self-Managed
Excellent communication skills (verbal and written)
Private & quiet workspace required
General understanding of HIPPA
General knowledge of Microsoft Outlook and Internet with the ability to navigate through multiple computer systems simultaneously
Ability to provide exceptional listening and customer service skills
Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions .
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.
For this position, we anticipate offering an hourly rate of 17 - 22 USD / hourly, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus plan.
We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group .
About The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. 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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