Behavioral Health Personal Advocate - Inbound Call Center - Evernorth Health Services - Remote

• Please Note: This is a Work from Home position from anywhere within the US. Hours of operation are 7am-7pm CST Mon-Fri, so hired incumbent will work an 8-hour shift within these hours.*

Department Overview:
The Personal Advocate position is responsible for representing Evernorth Behavioral Health (EBH) to all inbound callers within a call center environment and assuring caller’s contact with EBH is positive. Advocates are many times the first encounter customers have with Evernorth and thus are responsible for giving a positive first impression. The Advocacy tasks of this position are varied and often complex in nature requiring flexibility and multi-tasking capabilities. Responsibilities may include but are not limited to: educating customers on benefits, eligibility, referrals, non-clinical resources and assessing for potential risk of harm or substance abuse concerns.

This position services calls in a warm and empathetic manner as many of the calls are sensitive in nature. Independent problem-solving skills are critical to success within the role along with intelligent judgment of assessing the caller’s needs. Based upon the call type and requests, Advocates should be able to use customer service skills, knowledge of the mental health/substance abuse field and Evernorth training to effectively address callers needs in an educational manner. This position is an entry level role with opportunity for growth within the company. Incumbents will utilize telephonic communication the majority of the time with some web, and internal EBH materials to achieve first time resolution for callers.

Candidate Responsibilities:
The primary responsibility of the Advocate role is answering calls from customers. The majority of the day will be answering inbound calls from customers looking to access, understand, or utilize services.

Within a call an Advocate may:
Register participants in the intake system and opens case files
Educate participants on their benefits based upon individual plan design and other clinical or non-clinical resources available
Conduct an intake as needed to assess for presenting concern and risk of harm or substance abuse concerns
Provide participants with names and phone numbers of nearest providers
Multi-task by maneuvering through various computer programs and screens

As needed, an Advocate may also:
Write authorizations to ensure claims are paid correctly.
Provide follow-up calls to participants to ensure correct information is given
Send eligibility requests to determine effective coverage dates or to verify correct benefits are loaded
Send complaints to initiate grievance process for customers

On all calls, an Advocate is responsible for:
Providing high quality customer service as identified by Advocacy department quality standards
Using independent problem-solving skills to make sound decisions in assessing the needs of the callers by giving accurate information and providing first call resolution
Understanding the business needs of the role, while balancing the needs of the customer
Taking an educational approach to ensure callers are able to understand the complexities of accessing care
Demonstrating a complete awareness and understanding of the responsibilities and workflows of the various departments within Cigna

Qualifications:
Bachelors degree required
Previous customer service experience or related position experience required
Superb interpersonal communication
Effective listening and organizational skills
Ability to manage multiple tasks, setting priorities where needed
Independently problem solve, with ability to function without constant supervision
A demonstrated ability to type effectively; with strong PC skills/word processing experience and ability to learn new computer software systems
Ability to learn new workflows and tasks quickly
Ability to work independently and be a team player
Previous call center environment experience preferred

NOTE: This is a non-clinical role and does not require a license

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.

For this position, we anticipate offering an hourly rate of 18 - 28 USD / hourly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group .

About Evernorth Health Services
Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.

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.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.