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Customer Service Representative, Bedford, Texas

CategoryCustomer Service & Claims
Job typeFull Time
CountryUnited States
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! Cigna 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 Cigna, 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. Cigna encourages career development and offers continuing educational resources internally and externally to help you in your career advancement.

Role Summary

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 Cigna Contractor

About Cigna

Cigna 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.
Employer829 GulfQuest, LP

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