Personal Advocate - After Hours (Case Management Lead Representative)
Company: Cigna
Location: Eden Prairie
Posted on: January 7, 2021
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Job Description:
Work Schedule: This is an After Hours position, shifts are
typically 4p-12a or 4 pm - 2a and include a weekend.Please Note:
Work-at-Home is only offered to internals who are already set up as
Work-at-HomeJob Summary:The Personal Advocate position is
responsible for representing Cigna Behavioral Health (CBH) to all
inbound callers within a call center environment and assuring
caller's contact with CBH is positive. Advocates are many times the
first encounter customers have with Cigna and thus are responsible
for giving a positive first impression. The Advocacy tasks of this
position are varied and often complex in nature requiring
flexibility and multi-tasking capabilities. Responsibilities may
include but are not limited to: educating customers on benefits,
eligibility, referrals, non-clinical resources and assessing for
potential risk of harm or substance abuse concerns.This position
services calls in a warm and empathetic manner as many of the calls
are sensitive in nature. Independent problem solving skills are
critical to success within the role along with intelligent judgment
of assessing the caller's needs. Based upon the call type and
requests advocates should be able to use customer service skills,
knowledge of the mental health/substance abuse field and Cigna
training to effectively address callers needs in an educational
manner. This position is an entry level role with opportunity for
growth within the company. Incumbents will utilize telephonic
communication the majority of the time with some web, and internal
CBH materials to achieve first time resolution for
callers.Responsibilities:The primary responsibility of the Advocate
role is answering calls from customers. The majority of the day
will be answering inbound calls from customers looking to access,
understand, or utilize services.Within a call an advocate
may:Register participants in the intake system and opens case
filesEducate participants on their benefits based upon individual
plan design and other clinical or non-clinical resources
availableConduct an intake as needed to assess for presenting
concern and risk of harm or substance abuse concernsProvide
participants with names and phone numbers of nearest
providersMulti-task by maneuvering through various computer
programs and screensAs needed an advocate may also:Write
authorizations to ensure claims are paid correctly.Provide
follow-up calls to participants to ensure correct information is
givenSend eligibility requests to determine effective coverage
dates or to verify correct benefits are loadedSend complaints to
initiate grievance process for customersOn all calls an advocate is
responsible for:Providing high quality customer service as
identified by Advocacy department quality standardsUsing
independent problem solving skills to make sound decisions in
assessing the needs of the callers by giving accurate information
and providing first call resolutionUnderstanding the business needs
of the role, while balancing the needs of the customerTaking an
educational approach to ensure callers are able to understand the
complexities of accessing careDemonstrating a complete awareness
and understanding of the responsibilities and workflows of the
various departments within CignaQualifications:Bachelor's degree in
mental health field or psychology/social work related field (can
also include: family communications, health coaching,
community/public health or other related major). NOTE: This is a
non-clinical role and does not require a licensePrevious customer
service experience or related positionSuperb interpersonal
communicationEffective listening and organizational skillsAbility
to manage multiple tasks, setting priorities where
neededIndependently problem solve, with ability to function without
constant supervisionA demonstrated ability to type effectively;
with strong PC skills/word processing experience and ability to
learn new computer software systemsAbility to learn new workflows
and tasks quicklyAbility to work independently and be a team
playerPrevious call center environment experience
preferredQualified applicants will be considered without regard to
race, color, age, disability, sex (including pregnancy), childbirth
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 an accommodation based on your physical or
mental disability please email: SeeYourself@cigna.com. Do not email
SeeYourself@cigna.com for an update on your application or to
provide your resume as you will not receive a response.About
CignaCigna 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 Cigna, 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 Cigna, 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
#TeamCigna 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@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.
Keywords: Cigna, Eden Prairie , Personal Advocate - After Hours (Case Management Lead Representative), Executive , Eden Prairie, Minnesota
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