Customer Service Representative

 

SUMMARY

The Cigna Group is a global Health Service company dedicated to helping people improve their health and vitality. We seek dedicated, compassionate, and empathetic Customer Service Representatives to join our team who are genuinely interested in helping people at some critical points of their lives. The Call Center Customer Service Representative represents the company, and our people make all the difference in our success. In the Cigna Coverage Review Department call center, you will be working on prior authorizations. “Prior authorization” refers to a process that is used to determine if a prescribed procedure, service, or medication is covered by a member’s current health plan.

RESPONSIBILITIES

• Receive inbound calls from Doctor’s offices or Pharmacies who are calling to request for a drug to be covered by The Cigna Group
• Conduct the initial screening of requests based on guidance given by online prior authorization tools. If the data collected meets the approval specifications, you will approve the request. If requests do not meet the approval specifications, you will refer to a pharmacist for clinical review
• An average of 10-30 calls are expected daily, but this number could increase during busy seasons
• Use 5 systems daily to complete your work which you will be trained on
• Attend 100% of trainings and the first 90 days of employment
• Enjoy a work-from-home lifestyle where you can virtually connect with coworkers and customers.

QUALIFICATIONS

• High School diploma or equivalent

• Generally, has 1-5 years of call center and customer service experience

• A dedicated workspace with no distractions is required

• Must have competent computer skills, be familiar with Microsoft office and have a working knowledge of Windows operating system

• Strong organization skills, written, and verbal communication skills

• Ability to remain calm and helpful even when dealing with difficult situations

• Excellent interpersonal communication, attention to detail, critical thinking skills are essential

• Must be able to work any schedule given between 8:00am – 9:00pm Eastern Monday through Friday. Permanent shifts will be provided before the end of class

• Training Schedule is 9:00 am – 5:30 pm Monday through Friday for 4 weeks and on the job training will follow the same schedule. OJT is typically 2 weeks

• Flexibility to support extended hours and overtime as determined by business needs to meet customer expectations.

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.

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.

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