Customer Service Associate Premium Solutions
Cigna - Eden Prairie, MN

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Job Description Assigns client to appropriate staff member or behavioral health network provider for assessment and counseling. Serves as initial contact for clients and their eligible dependents requesting services. Responsible for customer service and relevant standards such as telephone response time. May make referrals within stated limits. Experience level: 0 -2 years. This individual would be dealing with a variety of administrative tasks for the Premium Solutions department. Will works closely with the personal advocate and coach teams. This person will monitor and coordinate information through a variety of computer systems. This individual will assist with rescheduling appointments for telephonic coaching calls, along with a variety of case assignment and/or administrative duties. *
  • Utilizes effective communication, courtesy, and professionalism in all interactions, both internally and externally. *
  • Communicates both internally and externally to provide and verify information; to explain processes, and to answer questions regarding products and services (verbal and written). *
  • Accesses systems to collect, enter, and transfer non-clinical data. *
  • Provides accurate information to callers based on customer and service requirements within product lines. *
  • Determines the course of action based on pre-established guidelines; channeling to appropriate staff as needed. *
  • Redirects, forwards clinical calls to clinical specialist. *
  • Performs outbound engagement calls on an as needed basis. *
  • Maintains data tracking grids and retrieval of internal reports. *
  • Opens and assigns cases from referrals, or as directed by the Clinical Lead or Supervisor. *
  • Assists with sending/retrieval of faxes. *
  • Triages referrals: to include occasional follow up calls to customers, as well as applying basic customer specifics concepts to appropriately manage referrals as needed. *
  • Assists Case Managers with follow up calls as needed. *
  • Assists with report generation. *
  • Communications to coaches as needed to ensure timely case closure. *
  • Other non-clinical functions/tasks as assigned and appropriate per standard policies and procedures. *
  • Serves as support resource of unit, assisting Supervisors and Clinical Leads with workflow, process improvement, customer issues, and performs other duties as assigned. *
  • Supports and assists with training and precepting as needed. *
  • Actively participates on special projects and internal/external customer demonstrations as needed. *
  • Adheres to quality assurance standards and all policies and procedures. *
  • Other duties as required and related to this role.

Preferred requirements: *
  • High school graduates with 1 year business school, college or related work experience *
  • One year of experience in, social service, health-related, or insurance setting preferred but not required *
  • Bachelors or Associate degree in a health related field preferred. *
  • Working knowledge of medical terminology. *
  • Working knowledge of call center technology and telephone systems. *
  • Ability to communicate effectively, both orally and in writing *
  • Apply judgment in interactions with internal staff, customers and other business partners. *
  • Ability to function as part of a team to achieve common goals. *
  • Ability to lead and manage projects *
  • Ability to work unsupervised on special projects. *
  • Demonstrated ability to participate in workflow improvement initiatives. *
  • Ability to adapt and be flexible within fast-paced, dynamic, and changing environment.

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Cigna is a global health service company, dedicated to helping the people we serve improve their health, well-being and sense of security....