Job Description
If you like to make a difference and help people, have great communication skills and are able to problem-solve with a cool head, eviCore Healthcare, a subsidiary of The Cigna Group, wants you to join our team! In joining our non-Clinical team, you will help manage the benefit needs of inbound callers from start to finish, while delivering excellent patient-provider care.
RESPONSIBILITIES
- Accept a daily average of 100-125 inbound calls from Health Plan clients, providers, and imaging centers seeking pre-authorization
- Properly handle and verify patient records under HIPPA and PHI, and secure confidentiality for each call
- Accept multiple back-to back calls utilizing various applications on multiple screens, and properly enter all patient, provider, and imaging center data
- Follow the complete formal script pathway with each caller, identifying and transferring any calls that cannot be resolved via the formal script to the appropriate person or department
- Remain client-focused at all times, with the ability to independently resolve customer inquiries and complaints with one-call resolution.
- Attend 100% of 8 week training, which will include live-call participation training
- Meet or exceed all performance metrics through accurate call handling and high-quality calls.
QUALIFICATIONS
- High School diploma or equivalent required
- Prior Customer Service background strongly preferred
- Intermediate proficiency in Microsoft Outlook; strong written, organizational, and verbal communication skills
- Excellent customer focus orientation with ability to diffuse difficult callers constructively
- Takes accountability and ownership to efficiently solve problems
- Engaged, coachable, upbeat attitude, with a willingness to be a positive role model for your peers
- Team player who exchanges personal knowledge, offers, and accepts support
- Flexible, open-minded, and able to adapt positively to business changes or needs
- Self-confident and empowered to use good judgement to do what is right and keep all promises.