Customer Service Associate Representative - Consumer Engagement

The Cigna Group is a healthcare company focused on delivering excellent patient-provider care. As a Customer Service Associate Representative in Consumer Engagement, you will educate Radiology patients about their facilities and treatment options while managing a high volume of calls and providing concierge-level service.

Responsibilities:

• Connect with an average of 50-80 inbound and outbound callers per day, including members and physician’s offices
• Build rapport with members, providing a full concierge service that includes everything from assistance with selecting the proper treatment locations, down to granular details such as arranging for transportation to facilities, and parking
• Utilize the script pathway to educate members on facilities, screening options, and alternative treatments, and ask follow-up questions to determine their best options
• Meet or exceed performance metrics related to the ability to educate members to make the choice to convert to preferred facilities
• Multitask and conduct research on each case, toggling through various applications on multiple screens
• Demonstrate full understanding of various health plans across multiple states
• Inform members of denials of service requests based on unapproved locations, de-escalating upset callers and re-directing them to select locations and services which are covered

Requirements:

• High School diploma or equivalent
• A dedicated workspace with no distractions is required
• Intermediate proficiency in Microsoft Office Suite, and adaptable ability to learn to operate multiple computer applications
• Strong written, organizational, and verbal communication skills
• Customer service oriented, with the ability to diffuse difficult callers with a calm, empathetic and helpful demeanor
• Flexible with the ability to learn quickly in a fast-paced environment
• High volume contact center, customer service, and sales experience preferred