And resources Must be a current Express Scripts or Cigna Contractor Professional interaction, active and passive listening skills and the ability to utilize computer based resources in a highly effective manner to educate and provide accurate responses to customer inquiries is crucial ,…
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Customer Service Advocate
Do you enjoy helping people? Do you thrive in a fast paced, customer focused environment? Then start your rewarding career as a part of our growing Customer Service team! is one of the largest and fastest growing health insurers in the world.
As a Customer Service Associate, you will help and work with customers and members to improve their health, well-being and sense of security.
At , we invest in you. As a Customer Service Advocate, you are offered extensive, paid hands on training, a supportive post-training environment to pave your success. encourages career development and offers continuing educational resources internally and externally to help you in your career advancement.
In this pivotal role, Customer Service Advocate respond to complex inquiries regarding benefits, billing, eligibility, coverage and other related information and provide solutions for customers, clients and health care professional via phone and email.
Creative problem solving, critical thinking and empathy skills are essential. Professional interaction, active and passive listening skills and the ability to utilize computer- based resources in a highly effective manner to educate and provide accurate responses to customer inquiries is crucial for success in the role, along with the innate ability to be compassionate and empathetic when appropriate when handling complex customer inquiries.
Customer Service Advocate respond to customer, health care professional and client inquiries primarily regarding:
Eligibility to receive benefits associated with their individual or company sponsored health insurance plan
Determination of out of pocket costs related to medical or dental office visits, prescription medications, inpatient and outpatient procedures, diagnostic imaging for treatment of injuries, medical equipment and preventive care
Understanding of payments and claims related to office and hospital visits and medical and dental procedures, and thoroughly explaining how customer benefits are applied to costs associated with these visits and procedures
Finding an in-network primary care or specialist doctor in a geographical area or specialty
Education on disease management programs and healthy living programs personalized to the customer’s medical condition or health improvement goals.
Customer Service Advocates are measured on: Direct feedback from customer and health care professionals via post call surveys, which include:
The ability of the customer service associate to resolve their inquiry
Their satisfaction with the overall experience while they spoke with the associate
The level of effort that the customer experienced in resolving their inquiry
Internal quality assessments that measure how accurately and efficiently the customer service associate responded to the inquiry
Does this sound like you?
Customer Focused – a genuine desire to help people
Problem solver – understand issues and enjoy solving them
Active listener, with the ability to provide confident responses
Effective user of tools – including knowledge management tools and resources
Able to manage real-time inquiries while keeping track of and responding to commitments to follow-up with customer inquiries
Collaborator – enjoys working with co-workers across different functional areas
Professional and tactful – able to respond to and calm a situation
Able to offer options and educate customers when appropriate
You are the right person if you have: High School Diploma or equivalent required, Associates or Bachelor’s degree preferred
1+ years of customer service experience analyzing and solving customer problems required; call center experience a PLUS
Intermediate proficiency in Microsoft Office Suite; high level capacity to multitask independently and on a computer
Knowledge of Medical Terminology a PLUS
Excellent written and oral communication skills
Ability to perform in a high volume, fast paced call center environment
Proven ability to work independently as well as a productive member of a team
Exceptional organizational and time-management focus
Managed Care Knowledge is preferred
Bilingual (English/Spanish) preferred
Must be a current Express Scripts or Contractor
Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through , Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation.
When you work with , you’ll enjoy meaningful career experiences that enrich people’s lives while working together to make the world a healthier place. What difference will you make? To see our culture in action, search #Team on Instagram.
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[at]cigna.com for support. Do not email SeeYourself[at]cigna.com for an update on your application or to provide your resume as you will not receive a response.