Customer Service Chat Senior Representative - Remote

Digital Operations Chat is a growth space in the US Commercial-Medical org within Cigna's Customer Service Operations (CSO). The Chat team is a group of tenured, people-focused experts who are dedicated to customer experience and setting the bar for quality care. We are a unique team in Cigna’s CSO organization – Chat advocates are universally trained in most US Commercial-Medical products including Medical (Proclaim, Facets, PMHS), Dental (DPPO and DHMO), Pharmacy (OneRx) and iCSA (website support/navigation/password resets). We are dedicated to creating a culture about people - the people we work with and the customers we support each and every day.

Primary Responsibilities

• Help customer’s and health care providers understand our business a little better. Topics like prior authorization status, issues with claims or understanding benefit coverage related to medical and dental procedures in office or hospital visits are common questions.
• For less complex questions and inquiries, Chat Advocates have the capability to support two customers simultaneously within our Chat platform which requires attention to detail and technological savvy.
• Make it easy for customers to work with us. Responsible to deliver a seamless customer experience supporting multiple lines of business. Provide robust customer support with various and sometimes complex inquiries in one-stop, helping to reduce transfers and wait times. Take ownership of inquiries and issues and do your best to resolve them the first time, every time.
• Advocate for our customers’ health and wellness. Educate customers on disease management programs and make recommendations on the right healthy living programs for their needs.

Key Qualifications

• Minimum of 1-2+ year(s) Call Center experience is highly preferred.
• Thorough technical knowledge in Medical terminology is strongly preferred.
• Excellent Customer Service skills including the ability to manage complexity is a must – including active listening, human connection/empathy, researching, problem-solving and critical thinking skills.
• Demonstrated oral, written, interpersonal communication and negotiation skills preferred.
• Successful candidate will have prior experience with time management, excellent organizational skills, detail-oriented, highly motivated and customer centric.

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 - 25 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.