Description : Reason : Peak Period
Reason : Peak Period
Department : EBH PERSONAL ADVOCATES
Job Category : Medical Management
Job Title : Intake Care Senior Representative
Duties : Position is 100% remote. Candidates must have reliable internet connection. Candidates can be located anywhere in the US, but must be able to accomodate the schedule and training schedule provided.
Top 3 skills needed in candidates are empathy, strong technology skills and multi tasking.
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 files
Educate participants on their benefits based upon individual plan design and other clinical or non-clinical resources available
Conduct an intake as needed to assess for presenting concern and risk of harm or substance abuse concerns
Provide participants with names and phone numbers of nearest providers
Multi-task by maneuvering through various computer programs and screens
As needed an advocate may also :
Write authorizations to ensure claims are paid correctly.
Provide follow-up calls to participants to ensure correct information is given
Send eligibility requests to determine effective coverage dates or to verify correct benefits are loaded
Send complaints to initiate grievance process for customers
On all calls an advocate is responsible for :
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 callers 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 callers 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
Skills :
Previous customer service experience or related position
Superb interpersonal communication
Effective listening and organizational skills
Ability to manage multiple tasks, setting priorities where needed
Independently problem solve, with ability to function without constant supervision
A demonstrated ability to type effectively; with strong PC skills / word processing experience and ability to learn new computer software systems
Ability to learn new workflows and tasks quickly
Ability to work independently and be a team player
Previous call center environment experience preferred
Computer multi-tasking - working in numerous screens while staying engaged with customer
Qualified 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.
Keywords : Education :
Education :
Bachelor's degree in mental health field or psychology / social work related field required (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
Previous call center environment experience preferred
Skills and Experience :
Required Skills :
CALL CENTER ENVIRONMENT
Additional Skills : COACHING
COACHING
CUSTOMER SERVICE
EDUCATING
ENTRY LEVEL
MENTAL HEALTH
PROBLEM SOLVING
PROCESSING EXPERIENCE
PUBLIC HEALTH
TEAM PLAYER
TRAINING
WORD
CLAIMS
CUSTOMER SERVICE ORIENTED
MICROSOFT WORD
ORGANIZATIONAL SKILLS
RETAIL SALES
Languages : English
English
Read
Write
Speak
Minimum Degree Required : Bachelor's Degree
Patents : No
Publications : No
Veteran Status : No
of Positions : 2
Location : Bloomington, MN
Bloomington, MN
6625 West 78th St, STE 100
Schedule :
Start Date : 07 / 01 / 2024
Estimated End Date : 12 / 02 / 2024
Hours Per Week : 40.00
Hours Per Day : 8.00
Interview Notes : Training Schedule will be Monday-Friday; 8 : 30AM-5 : 00PM CST
Ongoing Schedule will be Monday-Friday; 10 : 30am-7 : 00pm CST
Position is 100% Remote
Candidates should be in CST or PST due to the schedule needs
Financials : Currency USD
Currency USD
Contact Information :
MSP Contact Name : Pixley, Meghan
MSP Phone : Thank you,
Thank you,
The Magnit Team
If you have any technical questions about the Wand application, please contact the PRO Unlimited at :
Intake Care Senior Representative (Bulk 2)
Job Title: Intake Care Senior Representative. Register participants in the intake system and opens case files. Conduct an intake as needed to assess for presenting concern and risk of harm or substance abuse concerns. Taking an educational approach to ensure callers are able to understand the comple...
Intake Care Senior Representative
The types of calls an Advocate service may include but are not limited to: triaging and assessing the need for clinical intervention, inquiries about provider referrals and access to care, eligibility, and benefits. ...
Customer Service / Benefits Specialist (Work from Home)
We're looking for candidates with great customer service skills to fill our Remote Customer Service role!. Previous experience in customer service or sales is a plus. We're seeking someone who is great with people, building relationships, and putting customers first. Ability to listen to and underst...
Call Center Representative
The Call Center Representative is a vital member of our Customer Care team, responsible for taking incoming phone inquiries and providing assistance to shareholders in a timely, efficient, and professional manner. This is a fast-paced call center environment requiring the ability to multi-task and w...
Full-Time Front Desk Receptionist
The Salvation Army, an international movement, is an evangelical part of the universal Christian.Its message is based on the Bible.Its ministry is motivated by the love of God.Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.To greet visi...
Senior Go-To-Market Recruiter
A company is looking for a Senior Go-To-Market Recruiter to drive hiring for their marketing and GTM functions globally. ...
Administrative Assistant (Remote)
D Aceto Services LLC is seeking a highly organized and detail-oriented Administrative Assistant to join our remote team. In this role, you will provide administrative support to ensure efficient operation of the office and assist team members in various tasks. ...
Senior Living Sales Representative
The job requires an experienced and dynamic sales person to develop and implement sales and marketing plans, maintain relationships, generate interest and build waiting lists with exceptional customer service, courtesy and collaboration. Minimum 5 years in Sales/Leasing, admissions, marketing or com...
Sales Representative
We are seeking a highly motivated and results-oriented Sales Representative to join our growing team. As a Sales Representative, you will play a crucial role in driving revenue by identifying, developing, and closing new business opportunities. Collaborate with the sales team and internal department...
Call Center Representative- Home Medical Equipment
Ability to deliver great customer experiences in a call center setting. Customer Service or Call Center experience. If you are a person who enjoys face to face interaction with customers and variety in your work this is a great job for you! As a leader in our community and with business continuing t...