Care Solutions Personal Advocate

This is a full-time Telephonic remote work at home role.

Employees must conduct business in a secure area in their home ensuring that discussions are confidential and cannot be overheard by others.

Position Scope:

The Personal Advocate performs duties related to the engagement of the member for a variety of medical / health conditions.

The personal advocate is responsible for representing Cigna on all outbound and / or inbound calls through education to members regarding available programs and services.

Provides suitable educational materials and refers to appropriate programs based on the caller's needs.

Major Responsibilities and Desired Results:


* Engagement and Education of clinical programs with all members.


* Ability to "Sell" customers on their health by addressing barriers and leading them to speak with a Nurse.


* Ability to listen and stay focused on the member while using various systems to verify and document data.


* Ability to be flexible and adapt to changing workflows, in a fast-paced environment.


* Educate participants with respect to presenting issues and the parameters of services.


* Responsible for meeting phone metrics and Quality Indicators, 90% or greater each month.


* Demonstrates awareness and understanding of the responsibilities and workflows of the various departments within the site.


* Assigns cases to the appropriate staff member based on specific guidelines


* Participates and actively contributes in staff meetings and in-service seminars.


* Completes additional tasks and projects as assigned.

Qualifications:


* High school diploma or equivalent required.


* Bachelor's Degree preferred.


* Previous experience in a healthcare field preferred.


* Customer service and/or call center experience preferred.


* Training is 6 weeks long and will have a day shift schedule.


* No vacation time is allowed during training.

Cultural Beliefs :

The candidate will be responsible for the adoption and demonstration of the Care Coordination cultural beliefs.

They will be responsible for role modeling the six cultural beliefs to drive personal accountability and organizational results.


* Customer Strong: I deliver a world class experience for all customers


* Me to We: I take accountability to trust, collaborate and partner


* Be Bold: I pioneer and think broadly to solve challenges


* Own It: I see a need and act because I can


* Evolve and Adapt: I learn and adapt to meet evolving business needs


* Take Care: I prioritize self-care and act with compassion towards colleagues

Aligned Competencies:

Customer Focus - Building strong customer relationships and delivering customer-centric solutions

Communicates Effectively- Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Being Resilient - Rebounding from setbacks and adversity when facing difficult situ...