Customer Service Associate Representative - Consumer Engagement

SUMMARY E viCore Healthcare, a subsidiary of The Cigna Group , is committed to making a positive impact on healthcare by delivering excellent patient-provider care and making a positive impact on our employees. The Outreach Educator in the Consumer Engagement Department employs high-level customer service and problem-solvi ng skills to educate Radiology patients on their facilities and treatment options, empowering them to make the best choices about their care. TRAINING HOURS 8:00AM - 4:30PM EST, Monday - Friday for approximately 5 weeks POST TRAINING HOURS You will be required to work between 8:00am - 9:00pm EST. Please note that a majority of the schedules will be 12:30PM - 9:00PM EST, Monday - Friday SUMMARY EviCore Healthcare, a subsidiary of The Cigna Group , is committed to making a positive impact on healthcare by delivering excellent patient-provider care and making a positive impact on our employees. The Outreach Educator in the Consumer Engagement Department employs high-level customer service and problem-solvi ng skills to educate Radiology patients on their facilities and treatment options, empowering them to make the best choices about their care. RESPONSIBILITIES Connect with an average of 50-80 inbou nd 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 a lternative treatments, and ask follow-up questions to determine their best options Meet or exceed performan ce metrics related to the ability to educate members to make the choice to convert to preferred facilities M ultitask and con duct 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. QUALIFICATIONS High School diploma or equivalent. High volume contact center, customer service, and sales experience preferred. A dedicated workspace with no distractions is required . Intermediate profi cienc y in Microsoft Office Suite, and adaptable ability to learn to operate multiple computer applications. Strong written, organizational, and verbal communication skills. C ustomer ser vice oriented, with the ability to diffuse difficult callers with a calm, empathetic and helpful demeanor. Flexible with the a bility to learn quickly in a fast-paced environment. 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 17.75 - 19 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. At The Cigna Group, 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), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here . About Evernorth Health Services Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. 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 need a reasonable accommodation to complete the online application process, please email [email protected] for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes. 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. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.