Customer Service Senior Representative - Work from home at Cigna in Memphis, Tennessee

Job Description:

Delivers specific delegated Customer Service tasks assigned by a supervisor. Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, providers and/or others for information and assistance. Performs research to respond to inquiries and interprets policy provisions to determine most effective response. Mails or routes claim forms and supporting documentation to various units for final processing. Position typically requires excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances or complaints of moderate to substantial complexity. Completes day-to-day tasks without immediate supervision, but has ready access to advice from more experienced team members. Tasks involve a degree of forward planning and anticipation of needs/issues. Resolves non-routine issues escalated from more junior team members.

Role Summary :

The Customer Service Senior Representative will conduct outbound calls to customers who are at risk of leaving our plan, customers who are new to the plan, and other ad hoc campaigns as needed. Representative will assist our customers with any concerns that relate to retention of membership and/or general benefits. Representative will help address customer issues and track customer responses. The representative will use call scripts, spreadsheets, and various computer systems in order to assist customers.

Note: This is a work at home role.

Responsibilities :

• Conducting outbound calls to customers for various reasons: retention, welcome, and other miscellaneous campaigns


• Researching benefits, providers, and other concerns for the customer


• Coordinating with other departments to ensure all customer needs have been addressed


• Documenting all calls in call tracking systems


• Using numerous computer systems to research and document data, including Microsoft office, claims systems, and call recording software (QNXT, CKIT, Finesse, OMD, CCMS)


• Ad-hoc customer-related duties as needed

Qualifications:

• High school diploma or GED


• 5 years customer service experience


• Healthcare or call center experience

Preferred : Experience with Medicare/Medicaid; Bilingual English/Spanish

This position is not eligible to be performed in Colorado.

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, 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 us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives. 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.