Customer Service Representative Cigna Healthcare

## About the Role As a Customer Service Representative at Cigna Healthcare, you will be the primary point of contact for healthcare providers and patients, addressing their inquiries and concerns regarding medical claims, benefits, and prior authorizations. Your role will entail handling a high volume of inbound calls, often requiring you to toggle between multiple applications and screens while maintaining a professional and empathetic demeanor. The success of Cigna Healthcare's customer service team relies heavily on the ability of its representatives to resolve issues efficiently and provide excellent customer service.

Day-to-day, you will work in a fast-paced call center environment, collaborating with a team of dedicated professionals who share your passion for delivering outstanding customer experiences. Your contributions will directly impact the satisfaction and well-being of Cigna Healthcare's clients and customers, making this role both challenging and rewarding.

The first 90 days of your employment will be crucial, as you will undergo comprehensive training to equip you with the knowledge and skills necessary to excel in this position. Attendance and active participation in these training sessions are mandatory, as they will lay the foundation for your success as a Customer Service Representative.

## What You Will Do - Answer inbound calls from healthcare providers and patients, addressing their inquiries and resolving their concerns in a professional and empathetic manner.

• Utilize multiple applications and screens to access and manage patient information, claims, and benefits.
• Provide excellent customer service, ensuring that all interactions are handled with patience, understanding, and a commitment to one-call resolution.
• Attend and actively participate in all training sessions, particularly during the first 90 days of employment.
• Maintain a thorough understanding of medical terminology, Cigna Healthcare's policies, and relevant regulations.
• Resolve customer complaints through independent problem-solving skills and effective communication.
• Collaborate with colleagues and other departments to ensure seamless service delivery and issue resolution.
• Stay updated on changes in healthcare policies, medical codes, and Cigna Healthcare's services to provide accurate and current information to clients and customers.
• Meet or exceed call center metrics, including call handling time, first-call resolution, and customer satisfaction scores.

## What We Are Looking For - High school diploma or equivalent required.

• At least 1 year of customer service experience, preferably in a healthcare or insurance setting.
• Intermediate proficiency in Microsoft Outlook and other Microsoft Office applications.
• Knowledge of medical terminology is a significant plus.
• Excellent written and oral communication skills, with the ability to articulate complex information clearly and concisely.
• Ability to work in a fast-paced environment, handling multiple tasks and priorities with ease.
• A dedicated workspace with no distractions and a reliable internet connection (cable broadband or fiber optic with speeds of at least 10Mbps download/5Mbps upload).
• Strong problem-solving skills, with the ability to resolve issues independently and efficiently.

## Nice to Have - Experience working with healthcare claims, benefits, and prior authorizations.

• Familiarity with call center software and technology.
• Certification in customer service or a related field.
• Bilingual or multilingual skills, to cater to a diverse client and customer base.

## Benefits and Perks - Competitive compensation package.

• Comprehensive health insurance coverage.
• Generous paid time off (PTO) policy.
• Opportunities for professional growth and development within Cigna Healthcare.
• Remote work stipend to support your home office setup.
• Access to cutting-edge technology and tools to enhance your productivity and performance.
• A dynamic and supportive work environment that encourages collaboration and innovation.

- tip: Ensure your internet connection meets the minimum speed requirements to avoid any technical issues during the application or interview process.

• tip: Highlight your customer service experience, especially in healthcare, and emphasize your ability to empathize with patients and providers.
• tip: Familiarize yourself with common medical terminology to stand out as a knowledgeable candidate.
• tip: Prepare examples of times when you successfully resolved complex customer issues, demonstrating your problem-solving skills.
• tip: Invest in a high-quality headset and microphone to ensure clear communication during video interviews.
• tip: Research Cigna Healthcare's values and mission to understand their culture and how you can contribute to it.
• tip: Be prepared to discuss your experience with call center software and technology, highlighting your adaptability to new systems.