What are the responsibilities and job description for the CARL Customer Service Representative - Cigna Healthcare - Remote - South Texas position at The Cigna Group?
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Location - Remote - South Texas (must live in/or near area)
Must be a current contractor with Cigna Healthcare, Evernorth Health Services, or one of their subsidiaries.
SUMMARY
In this pivotal role, Cigna Medicare Agent Resource Representatives effectively handle inquiries from internal and external sales agents that are received via phone and serviced in a contact center environment. The successful candidate will be able to interact appropriately and efficiently with agents using excellent interpersonal and listening skills, professionalism and phone etiquette skills. The ability to use computer-based resources in a highly effective manner to educate and provide accurate responses to inquiries is crucial for success.
RESPONSIBILITIES
Queues/Skills to handle: Scope of Appointment, Eligibility Verification and HRA support.
- Handle a large volume of inbound calls in a timely manner.
- Activities related to inbound calls, LIVE chats from sales agents seeking support for Cigna Medicare products.
- Follow communication scripts during SOA calls and Eligibility calls to remain in compliance.
- Maintain detailed knowledge of Eligibility requirements/qualifications for our plans, special elections, Medicare related information and HRA support.
- Verify Medicare/Medicaid information to check if a potential member has all requirements needed to qualify for one of our plans.
- Responds to all customers in a professional and courteous manner.
- Participates in meeting and/or committees as needed.
- Manages work balance between calls and of phone actives/Live Chats.
- Value all aspects of diversity.
- Exercise strict confidentiality in all matters. PHI information.
- LIVE chats for Eligibility Verification only.
QUALIFICATIONS
- Adaptable, flexible, and able to manage through change.
- Goal oriented and personally accountable; resourceful and self-directed.
- Demonstrated communications (written and verbal), interpersonal skills and fosters a team environment.
- Excellent listening and interpersonal communication skills.
- Ability to effectively organize, prioritize, multi-task and manage time.
- Demonstrated accuracy and productivity in a changing environment with constant interruptions.
- Demonstrated ability to analyze information, problems, issues, situations and procedures to develop effective solutions.
- Able to offer options and educate callers when appropriate.
- Minimum 1 year of experience working in a high volume call center environment
- Accurate data entry skills and attention to detail
- Experience analyzing and solving customer problems required
- Excellent verbal and written communication skills
- Intermediate proficiency in Microsoft Office Suite; high level capacity to multitask independently and on a computer
- Proven ability to work independently as well as a productive member of a team
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.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.
Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.
