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Behavioral Health Personal Advocate - Chat - Evernorth (BA requirement)

Created01/15/2022
Reference21022832
CategoryOperations
Job typeFull Time
CountryUnited States
Zip15689
SalaryCompetitive
***This role is WAH/Flex which allows most work to be performed at home. Employees must be fully vaccinated if they choose to come onsite.***

Department Overview (including Hours for role)
  • Work Schedule: Mon-Fri 10:30am - 7:00pm CST, Mon- Fri 8am to 4:30pm CST, and other varying hours
  • The Personal Advocate position is responsible for representing Evernorth Behavioral Health (EBH) to all inbound chats within a call/contact center environment and assuring caller's contact with EBH is positive. Advocates are many times the first encounter customers have with Evernorth 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 chat in a warm and empathetic manner as many of the interactions 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 Chat type and requests, Advocates should be able to use customer service skills, knowledge of the mental health/substance abuse field, and Evernorth training to effectively address customers' needs in an educational manner. This position is an entry level role with opportunity for growth within the company. Incumbents will utilize telephonic and text based communication the majority of the time with some web, and internal EBH materials to achieve first time resolution for callers.

Candidate Responsibilities:

The primary responsibility of the Advocate role is answering chats from customers. The majority of the day will be answering inbound chats from customers looking to access, understand, or utilize services.

Competencies Important for Position:
  • Providing high quality customer service as identified by Advocacy department quality standards
  • Using independent problem solving skills to make sound decisions in assessing the needs of the customers by giving accurate information and providing first call resolution
  • Understanding the business needs of the role, while balancing the needs of the customer
  • Taking an educational approach to ensure customers are able to understand the complexities of accessing care
  • Demonstrating a complete awareness and understanding of the responsibilities and workflows of the various departments within Cigna and Evernorth
  • Technology savviness


Key Experience/Education needed for position:
  • 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 license
  • Previous customer service experience or related position
  • Superb interpersonal communication
  • Effective listening and organizational skills
  • Ability to manage multiple tasks, setting priorities where needed


For this position, we anticipate offering an hourly rate of $18 - $27, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

Helping our customers achieve healthier, more secure lives is at the heart of what we do. While you take care of our customers, we'll take care of you through a comprehensive benefits program that helps you be at your best. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and best in class well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and dozens of corporate discounts on essentials you use every day. For more details on our employee benefits programs, please visit the "Life at Cigna" tab on our careersite: www.cigna.com/careers

About Evernorth

Evernorth, Cigna Corporation's health services segment, exists to elevate health for all. We're building on our legacy and redefining health care as we know it. Unbiased in how we think, we create without limitation. We partner without constraints, deliver value differently and act in the interest of humanity. Solving across silos, closing gaps in care, and empowering clients, customers, and people everywhere to move onward and upward. When you work with us, you'll be empowered to solve the problems others don't, won't or can't. Join us. What difference will you make?

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.
Employer390 Evernorth Enterprise Svcs, Inc.