Customer Service Associate Representative Cigna Healthcare

About the Role

As a Customer Service Associate Representative, you will be responsible for handling a high volume of telephone calls, responding to emails, and resolving complex issues in a timely and professional manner. Your excellent communication skills, both written and verbal, will enable you to provide clear and concise information to clients, participants, and providers.

The team you will be working with is dedicated to delivering exceptional customer service and support. You will have the opportunity to work closely with cross-functional partners, including claims processing, utilization management, and case management teams. Your ability to build strong relationships, think critically, and solve problems will be essential in this role.

What You Will Do

• Answer telephone calls from plan participants, group contacts, and providers regarding benefits and claims
• Provide clear, accurate, and timely responses to information requests
• Document all calls in Chronolog by summarizing key points of each conversation
• Return messages from designated voicemail boxes
• Read, interpret, and apply plan documents, new amendments, and updates for multiple clients
• Meet with clients as needed to assist with questions about their health benefit plans
• Support team members and cross-functional partners as requested
• Log faxed claims and enter fax information into Chronolog
• Return misdirected claims to the appropriate provider
• Assist members with navigating the website
• Meet or exceed company standards for quality and production
• Maintain punctual and reliable attendance
• Support claim information research and identification
• Assist with provider record maintenance tasks
• Index claims and correspondence batches
• Complete responsibilities assigned for specific client groups
• Aid in employee training and cross-training
• Research and prepare refund documentation

What We Are Looking For

• High school diploma or GED required
• Basic computer and customer service experience
• Excellent verbal and written communication skills
• Proficiency with PC tools including Windows, Word, and Adobe Acrobat; ability to learn new software
• Minimum typing speed of 45 wpm
• Strong listening skills and attention to detail
• Basic mathematical competency
• High interpersonal skills and the ability to work collaboratively
• Ability to organize and recall large amounts of detailed information
• Capability to read, analyze, and interpret benefit plans, insurance documents, and regulations
• Professional attitude with the ability to project a positive image in all work environments
• Commitment to privacy and confidentiality standards
• Flexibility to work under pressure and meet deadlines
• Strong problem-solving abilities with professionalism and patience

Nice to Have

• Experience working in a healthcare or insurance setting
• Knowledge of group health benefits and claims processing
• Familiarity with customer relationship management (CRM) software
• Certification in customer service or a related field

Benefits and Perks

• Competitive hourly rate
• Eligibility to participate in an annual bonus plan
• Comprehensive range of benefits, including medical, vision, dental, and well-being and behavioral health programs
• 401(k) company-paid life insurance
• Tuition reimbursement
• Minimum of 18 days of paid time off per year and paid holidays
• Remote work setup with the flexibility to work from home
• Opportunities for professional growth and development
• Collaborative and dynamic work environment
• Recognition and reward programs for outstanding performance

• Make sure to highlight your excellent communication skills and experience with Excel in your application
• Be prepared to provide specific examples of times when you had to handle complex customer service issues and how you resolved them
• Familiarize yourself with the company's products and services to demonstrate your knowledge and enthusiasm for the role
• Practice your typing skills to ensure you meet the minimum typing speed requirement
• Emphasize your ability to work independently and as part of a team, as well as your flexibility to work in a fast-paced environment
• Research the company's culture and values to show your understanding of the organization's commitment to customer satisfaction and employee well-being