Cigna HealthcareRemote
Customer Service Rep. – Provider Command Center (PCC) Representative – MD Live - Remote
United States of America
Full Time
3 weeks ago
$17 - $75 USD
H1B Sponsor Likely
Key skills
Call Center ExperienceCustomer Service SkillsMicrosoft WordMicrosoft ExcelMultitaskingIssue ResolutionService RecoveryResilienceJiraCommunication
About this role
Cigna Healthcare is a leading health services organization, and they are seeking a Customer Service Representative for their Provider Command Center team. The role involves supporting providers and patients by scheduling appointments, responding to inquiries, and ensuring timely consultations within service level agreements.
Responsibilities:
- Schedule or reschedule appointments for phone or video consultations
- Assist with scheduling behavioral health appointments, outreach to providers for availability
- Assist with language specific consultations video or phone consultations for non-English speaking patients
- Send escalated alert notification of low provider coverage for state specific patient phone or video consultations to medical providers via text
- Monitor PCC exception queue and on-call waiting room to ensure all patients receive consultation within 60 minutes to meet MDLIVE SLAs
- Respond to customer service emails: general inquiries, contact request, appointment request, refund request, billing inquiries, etc. within 30 minutes or less
- Support Inbound Call Center occasionally, as needed
- Answer the dedicated provider line & assist providers
- Report any system impacts to CSAdmin, patient portal, or provider portal to production support and open Jira tickets
Requirements:
- High School Diploma or GED required
- Experience in Legacy MDLIVE, Health Service Specialist, (HSS) Call Center customer service required
- Strong attention to detail
- Proven ability to thrive in a fast-paced environment
- Skilled in multitasking and adapting to shifting priorities
- Excellent verbal and written communication skills
- Expertise in issue resolution and service recovery
- Demonstrates resilience with ongoing business changes, training, and evolving responsibilities
- Proficient in Microsoft Word and Excel
- Internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload