Customer Service Associate Representative - eviCore

After completion of the application, be sure to complete the required assessment to continue in the hiring process.

S UMMARY

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-solving skills to educate Radiology patients on their facilities and treatment options, empowering them to make the best choices about their care.

TRAINING HOURS : M - F 9 AM - 530 PM EST

POST TRAINING HOURS : M - F 12:30 PM - 9 PM EST

RESPONSIBILITIES

• Connect with an average of 50-80 inbound and outbound callers per day, including members and physicians' 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 alternative treatments, and ask follow-up questions to determine their best options.

• Meet or exceed performance metrics related to the ability to educate members to choose to convert to preferred facilities.

• Multitask and research 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 redirecting them to select locations and services that 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 proficiency in Microsoft Office Suite, and adaptable ability to learn to operate multiple computer applications.

• Strong written, organizational, and verbal communication skills .

• Customer service oriented, with the ability to diffuse difficult callers with a calm, empathetic, and helpful demeanor.

• Flexible with the ability 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.

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 require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] 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.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.