Note: The job is a remote job and is open to candidates in USA. EviCore Healthcare, a subsidiary of The Cigna Group, provides healthcare services focused on improving patient-provider care. The Customer Service Associate Representative in Consumer Engagement educates Radiology patients about facilities and treatment options, handles high-volume inbound and outbound calls, researches cases, and provides concierge support while helping members navigate health plan coverage.
Responsibilities
- Connect with an average of 50-80 inbound and outbound callers per day, including members and physician’s offices
- Build rapport with members, providing a full concierge service that includes everything from assistance with selecting the proper treatment locations, down to granular details such as arranging for transportation to facilities, and parking
- Utilize the script pathway to educate members on facilities, screening options, and alternative treatments, and ask follow-up questions to determine their best options
- Meet or exceed performance metrics related to the ability to educate members to make the choice to convert to preferred facilities
- Multitask and conduct research on each case, toggling through various applications on multiple screens
- Demonstrate full understanding of various health plans across multiple states
- Inform members of denials of service requests based on unapproved locations, de-escalating upset callers and re-directing them to select locations and services which are covered
Skills
- High School diploma or equivalent
- A dedicated workspace with no distractions is required
- Intermediate proficiency in Microsoft Office Suite, and adaptable ability to learn to operate multiple computer applications
- Strong written, organizational, and verbal communication skills
- Customer service oriented, with the ability to diffuse difficult callers with a calm, empathetic and helpful demeanor
- Flexible with the ability to learn quickly in a fast-paced environment
- 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
- High volume contact center, customer service, and sales experience preferred
Benefits
- This role is also anticipated to be eligible to participate in an annual bonus plan.
- 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.
- 401(k)
- Company paid life insurance
- Tuition reimbursement
- A minimum of 18 days of paid time off per year
- Paid holidays
- Leaves of absence
- Fully remote work arrangement
Company Overview