customer service representative

software engineer

senior advisor

business advisor

case manager

The-Cigna-Group

Providing employees with there quality feedback .Coaching and providing career guidance. Making sure the agents remain on the phone available at all time, schedule time for them to work on there desk work. PeopleSoft scheduling vacation time off, keeping track late arrival, early departure and call outs. Address the employee with they are not adhering to the attendance policy or performance. Thru PeopleSoft manager self service, manage personal and medical leave such as FMLA, STD, and workman comp.  Also making sure  people soft is updated when an employee leaves the company or  is promoted to a different department . Run special reports thru PeopleSoft. In put the employees overtime or straight, FMLA  time in the PeopleSoft time and attendance.  Holding employee one- on - one meeting monthly meeting to not only provide the employee with monthly feedback, but to obtain feedback to for myself.  Making sure the employees has the tools  and training necessary to be able perform there jobs. Providing Career path guidance to the employee based on the area of interest. Monitor calls thru Verint system  is used to help train, develop and enhance call cycle training. IEX - making sure we schedule employee to work based on business needs.  Making sure the employee are handing the calls within the company metrics.  All calls must be answer with 30 seconds.  All calls and correspondence must be track by the employee.
Human Resource Management.  Making sure all established Human Resource deadlines, appraisals, reviews, assessments, development calendar, skills development,  achievement of performance objective, and initiate performance management as  required. Interviewing/hiring candidates for the contact Center.
Handling elevated call, complaints and appeals submitted in writing.   Transferring the complaints and appeal to the proper review department once all of the data has been compiled for final decision if the decision requires a underwriting or a superior  for 	right off.  If the appeal is denied, generating a letter to the member or provider.  If the appeal is approve, forwarding the documents to the adjustment depart or claims department for urgent handling.  Handling e-mails and calls from Plan Sponsor, Brokers, Account Manager, Sales, and Underwriting.  Involve in the ID Project implantation, Impact, Quality Assurance, Verint, IEX, Tech Support Pilot, website, CSC check system, Impact call tracking and Eurocare.  Responsible for creating and maintaining X-cell call tracking reports, production, and etc,.
Travel with Sales as a  Spanish Translator, give a full presentation to New Clients and new employees of CIGNA International Member, Brokers, Plan Sponsor and International participating providers and hospital Website, Impact call tracking, and Verint system.

An average day as a short term disability claim manager involves contacting physicians, claimants (disabled persons), and employers. A claim manager contacts physicians to obtain the documentation necessary to decide whether or not a claim can be approved and disability benefits are permissible. The claim manager then relays this information to the claimant and the employer. The process has a number of variations and secondary responsibilities but the above is the sum of it. At times, the job feels more like a call center than a claim processing position. A claim manager constantly receives calls from claimants regarding various aspects of their claim. Resources could more appropriately be managed by having these inquiries handled by an actual call center.

The position has allowed for utilization and growth of multitasking skills. Effective verbal communication is an essential component of the position; this skill has been exercised but I cannot say that it has markedly improved.

The management puts forth a fair amount of effort motivating their individual teams. At the end of the day it is a numbers game and it is transparent that the primary focus of the managers is to improve their team's numbers by having more claims processed faster. Quality of work is the other focus due to internal and national audits. In addition, my team also has a number for reports that are generated to identify when someone is behind on their work. Unfortunately, this push for improved numbers leaves a sense of insincerity in many of the potentially positive interactions with management. The company says that they are interested in helping their employees move to a position that suits their needs. I personally have not seen this to be true; I have worked for the company for about a year and know roughly fifty or sixty employees. Few of these employees have chosen to remain a claim manager and I know no one who has been given the opportunity to advance to other positions. 

The diversity of my co-workers is undoubtedly a positive aspect of my job. My teammates' various walks of life and unique experiences allow for a fresh perspective for every problem encountered.

The most difficult aspect of my job is finding a way to condense 10 hours worth of work into an 8 hour day. I was advised of this by my trainer; it is the volume of work that is difficult, not the work's complexity. A constant display on time management is required to complete what is expected by management.

I enjoy that the position allows for a flexible schedule. I am able to go into work early and leave early. This may seem insignificant to some, but it allows me to spend more time with my family in the evenings.

Cigna is a stable company as long as you are performing well and doing what is expected of you. However, the pay is not commiserate with the industry and the positions that they have there. The company is the fifth largest health insurance carrier in the United States, yet the pay does not reflect that. If I wanted to process medical claims again I could do it with a higher pay scale. I could also advance to management and possibly go to another team from what I have learned from others I know at these other companies. With Cigna you are working in several different roles at the same time, and of course, only paid for one. You have managers who are in a different state from you. Therefore, they have no real rapport with you. My last manager had no claim experience and was horrible at managing us, and was not in the state with us. The manager prior to that one, only saw us once, because that manager was two time zones away. If something big happened with the computer system we could not contact that manager right away. 

The computer system would fail at least once a day at one point for about five years...I am not exaggerating. I would take screenshots every time something happened and attach them to tickets with our I.T. I would also send that to my manager. At one point I had about 30 open I.T. Tickets for various things that could not be immediately resolved. It got to the point that we just knew that the system was going to go down, and that the problem would affect everyone and that there would be times we could not work. 

A lot of our work was sent overseas, only to come back to us as appealed claims that had to be reworked, because the overseas office did not seem to know how to do certain claim types. 

I have not worked there now in about three years, but I do not miss the position that I had. If I were to return there, I would only do it in Marketing. I would have to be prepared to have two positions probably because I realized (while working with some of the CRGs) that people in different positions (like Management, Marketing, Sales) had more than one position at a time. I also learned that often people would have to leave the company and then come back later in order to get the position that they wanted. One of my colleagues earned a Bachelors degree and applied for a position for which the person had the degree, only to be told that the company does not “raise anyone that many levels in pay.” I just thought that was wrong. The person worked and went to school to earn the experience and the required education only to have that kind of feedback.

I started with Healthspring almost 8 years ago. I moved back to Tennessee to care for my mother, who was ill and passed away. I Love Healthspring. This company was such a warm, caring, loving organization! I can't say enough nice things about it. The year of 2010, when we flooded and made history, my husband also died that same week. members and staff were flooded out. Our head powers that be waded in chest high water to help members and staff. They worked tirelessly to assist everyone in need. They were always appreciative of the hard work of the employees. And we all worked hard because we loved and believed in our company and its mission. I have been an Ambassador for Healthspring everywhere I went and all I met. I loved the company so! Since being bought by Cigna, there have been major changes, as obviously happens in a major acquisition. I think sometimes when you become so big, the little things that mean so much tend to disappear just because that is the nature of a giant corporation. Change is hard for everybody. I need to feel like I make a difference in the community and the world through my work as well as personal life. There are many ways Cigna does this very thing. But they are global. 
My typical day at Healthspring was started with my rounding at my onsite facilities, meeting with facility case managers and social workers to discuss members, needs, transition of care, and how we could work together to facilitate this. I met with physicians, medical directors, rehab staff, community based entities, etc., as needed to assist the member. performed my role as UR nurse and ensured the member was in the correct status, etc. We have multiple facilities and I always took on extra assignments at the request of my manager and VP, who felt my organizational skills and ability to work well with facilities, physicians, etc., made it a plus to take on extra. I always did it willingly and with professionalism and high standards that I impose upon myself. I was blessed to have wonderful managers.Our team was always very close and we rarely had turn over. The most enjoyable part of the job has always been doing a good job for a member. Anything that was challenging but I was able to accomplish for our members and our company. Our work, the job we do each day is a reflection on our company. The hardest part of the job has been the acquisition and seeing the departure of many wonderful, amazing key people I had the pleasure to work with. Also the restructuring of the entire Health Services Dept. I still want to make a difference for the members.

Leading technical aspects of the delivery of SAP BI solutions & related components
Involved in 4 full BW Life Cycle project implementation from gathering requirements, designing/modeling of SAP BW objects, loading data, Debugging, working with end users, production support to troubleshooting production issues.
Involved in the upgrading BW from 3.1 to BI 7.0
Worked on SAP Net Weaver Technologies like Enterprise Portal.
Responsible for Pre-sales in maintaining RFPs RFIs for US SALES support.
Have good communication skills and had extensively involved in communication with clients.
Have knowledge on ECC ABAP in enhancing the data sources for BI and also generating reports on standard tables.
Extensively worked on loading data from various source systems like R/3 systems, Non R/3 systems and Legacy systems.
Extensively worked on various R/3 extraction methods (LO Cockpit, Generic extraction, Business Content and Custom Extractions). Involved in Data Source enhancements using User Exits.
Experience in Transfer of Data upstream from BI using APDs.
Data Modeling experience from Entity Relationship Model (ERM) to Multi Dimensional Modeling (MDM) star schema-Extended star schema (Info Cube/ODS). 
Designed and maintained various Info Objects, Info Sources, Info Packages, ODS Objects, Info Cubes, Multi providers and transfer/update rules. Implemented Hierarchies as per the requirements.
Worked extensively on Aggregates, Compression, Partitioning, Navigational Attributes to improve data load and query performance.
Worked in Integration with other Modules like SD, MM, FI, PP, SCM and Shipping and Transportation.
Experience in working with standard and custom Info Cubes, Info Objects, Info Sources, ODS, Multi providers
Extensively worked on Enhancements, where in we enhanced the standard data sources and replicated that data sources in to the BW system
Developed front-end queries and reports using BEx Analyzer in building queries and saving them in to workbooks, BEx Browser, created custom queries in Query designer using conditions, Exceptions, variables and structures, Used BEx Web Reporting tool Web Application Designer (WAD).
Experienced in working on Web Intelligence Universe Designer, Crystal reports and Xcelsius dashboards. 
Good knowledge on Business Process and Consolidation (BPC).
Designed Universes using the BW Queries for reporting in Business Objects, building WebI reports and Crystal Reports.

Unless you are a brown noser; even when you do your job correctly with timely assistance you would still be criticized for anything for either being on the phone to long. Or saying something although professional or calming the customer down it is still not correct. Many supervisors there and managers for sure have little to no experience and are very disrespectful. With my years of Call Center and Customer Service experience I was doubled trained for no reason at all. If I was so bad then why was I not fired within my first 90 days of being on the job? Cigna has fired many of people over the last few years for idiotic things. But will promote brown nose folks and some people who have no conduct for customers and /or the job rules and regulations. Many have quit for better jobs especially when the people who preach leadership are being hypocrites themselves. If you need technical assistance because of a computer problem you are being accused of working to slow and blaming technology which one supervisor told me which is so stupid. Then this same supervisor told to be a leader you must handle many thing. But the supervisor themselves could not handle this pressure if they were put under it. Also another but new supervisor from another department tells me that they are here to help you succeed but for sure are lying on that. They hide behind your stat score numbers of quality, time on phone with customer etc;, Then will alter those stats to make many customer service representatives look bad. I too been in bigger business in my job career and seen this done here to my sad dismay. It was a fun job with the main idea to help people get their medications and health coverage. Customer Service is a joy when the people in place are working with you not against you. But with Micro-managing within the wrong areas. Along with many supervisors immaturity and ignorance they take the love, daily accomplishments and the enthusiasm out of working at Cigna. There is so much more bad then good. But who ever reads these reviews and gets hired there you will see for yourself. No company is perfect. But when you people who do come to work because the love of their job such as I was there then get terminated for a false reason which truly sucks! If you can find something better whether it be for pay, location, benefits more or less where you can work hard but enjoy your work Cigna is not the place.

Started my career at Cigna arriving with no manager onsite, only to learn that no one - after recent down-sizing - was apprised that I was hired or arriving that day, which as you can imagine was an incredible springboard for good will with fellow employees!  For four years, the politics, continuous shifting of employees from one role to another "in hopes of becoming more efficient" and inability to do my role first rate made me realize that the man's wax poetic at the helm (and one of the reasons I sought employment with Cigna), David Cordani, a visionary, will never be realized.  You have multiple regional changes with no forethought to the impact on clients, system changes leaving employees struggling to find responses to customers while relying on matrix partners in another State and no Manager on site. Employees are overly burdened and those that are exceptional secure a reputation for ineptitude, through no fault of their own due to "realignment".  After giving THREE weeks notice and fielding questions to the very last minute to make sure my brokers and clients transitioned perfectly, my Manager called and berated me for causing "chaos" and arriving late to return my laptop when I was onsite at 5:10pm - stated "I thought you were leaving on good terms?'  Not to mention I WAS there at 5:10pm, inferring I was dishonest, from another State of course. This is how you treat an employee that didn't just walk out the door on you or take a vacation, while being paid, for three weeks?  An individual that made sure a detailed 12 month plan was in place for each client and good will all around.  Not to mention they did not even, with three weeks, put an exit communications strategy in place with clients and brokers, some of whom discovered it on my last day because I told them - no intro to new CEM. 

Talk about foresight, not only am I leaving to become a Cigna "client", but my sweetheart (listening to this inane conversation in the car) left his job as President of his company (a Cigna client) to get me there so I could turn in my vehicle!  I would HIGHLY recommend you avoid this employer if your goal is to enjoy quality of life.  Best wishes and success as you seek employment!

•	Interacting with the stakeholders to get a better understanding of client business processes and gather requirements.
•	Managed Requirement Scoping, RFP documenting and analyzing high priority requirement for implementation; Created BRD, functional Requirement documentation and use case documents
•	Getting resources / budget approved from executive sponsor and being the primary contact in project execution
•	Proven methodology to conduct JAD sessions and design review for successful implementation of project.
•	Responsible to capture and submit report and dashboard of profit and revenue related data to senior management.
•	Experience in project planning, business analysis, process management, contingency planning, change control and root cause analysis.
•	Worked on EDI transactions: 270, 271, 835, and 837 (P.I.D) to identify key data set elements for designated record set.
•	Developed and maintained EDI data maps using TLE.
•	Responsible for claims payment, generate EOB and send remittance advice thought EDI 835 both in HIPAA 4010 and 5010.
•	Interacted with business owners, project stakeholders and cross-functional teams in defining project charter, providing estimates, scope management, resource management, change management, vendor management and risk management.
•	Interaction with the business users in understanding the current application and process
•	Used rational Requisite Pro to manage the requirement and keep the Traceability Matrix. 
•	Worked as a specialist in Service-Oriented Analysis(SOA) that coordinates and leads architects and Business Analysts throughout all process steps
•	Performed UAT with business to make sure that the business covers all the scenarios and they happily accept the product delivered to them.
•	Involved in gap and feasibility analysis for the design and architecture of the new application.
•	Worked with HIPPA compliant ANSI X12 837 formats for all the types of claims.
•	Responsible for managing the HIPAA Transactions and Code Sets 837 transactions.
•	Managed test cases, test script and coordinated with the QA team for testing and Interacted with the developers to report and track bugs using Test Manager

• 5+ Years of Health care experience.
• Extensive experience in all phases of SDLC processes.
• Experience working with HIPAA EDI 837 transactions which include Medical (Institutional), Professional and Dental claims for both 4010A1 and 5010 versions.
• Work experience on 820, 834, 835 and 277CA transactions for both versions (4010A1 and 5010)
• Thorough knowledge on 270/ 271, 276/ 277, 278 transactions.
• Strong Knowledge and working experience on ICD-9 and ICD-10 codesets and the conversion.
• Experienced in different types of testing like Black box testing, white box testing, functional, GUI testing, Systems testing, regression,integration, UAT and performance testing
• Expertise in reviewing requirements, Business requirements gathering, Data warehousing, evaluating data sources, translating requirements into specifications and application design.
• Worked on the Business Process Testing(BPT) of the Quality Center using the input and output parameters, creating different components on the BPT tab.
• Experienced in documenting Test Plan, Test Objectives, Test Strategies, Test Scripts, Test Scenarios and Test Cases.
• Extensive experience with Dentacom, Webster,Proclaim, Facets and QCare Claim Engines.
• Verified application functionality against business requirements, manually and by using Win Runner.
• Experience with structured QA Methodology and QA Process to ensure the Quality Assurance Control.
• Used Quality Center to prepare Test cases, Requirements Traceability Matrix and managing the Defects as per the Business requirements.
• Strong experience in capacity planning, load test configuration.
• Expertise in Black Box, Sanity/Smoke, Integration, Regression, Performance/ Load/Stress, System and Functional Testing.
• Strong experience in Quality Assurance of multi-tier systems, Client/server systems and Web Applications/Sites including testing large enterprise software applications.
• Excellent team player with strong written, communication, interpersonal and analytical skills.

Parking 
if you dont literally park perfectly you will be notified via email to re-park your car or be towed. once had a person park close to me and i received an email to move my car. got to my car and had a huge pink sign with a warning

Software
the software almost always has issues and sometimes the hardware would glitch while youre in the middle of a call. You have to run about 10 to 20 different programs in order to effectively do your job

Customers
hit or miss relatively laid back but you will get some who are upset because they didnt know what they were signing up for and address it like its your fault

Environment
when the a/c turns on in the morning you better cover up all breathing holes because i dont know what died up there but people will begin hacking up and coughing and you feel dust and particles on your face that just make you want to run out of the building for fresh air. your cubicle is a decent size

Management
no open door policy here and they are always in a rush to do other things. if its not scheduled then they dont have time for you

Pace
the calls are sometimes literally back to back for hours. Every little thing you do is monitored. Ultra micromanagement systems are there to monitor every second of your shift. Theres a little guy who will skype you "hey what are you doing can you take more calls" if you are idle more than 2 minutes between a call, maybe your finishing up your notes or had to submit some detailed report for a customer, shortly after your supervisor will come strolling down the aisle ironically, talk about annoying

Breaks
your breaks will change based off the volume of calls so you have to continuously refresh the app. two 15 minute breaks one 30 minute lunch.

End of shift
shutdown your computer or else there will be major glitches next time you log in such as your internet browser not launching or slow internet

Hardest part
hold times while you read through claims
Enjoyable - you have a few people who try to make work enjoyable with games and food. no weekends

Overall
not a bad place to work but the culture seems very uptight

Top Job Titles	Average Salary
Customer service representative 19 salaries reported	$18.17 per hour
Software engineer 6 salaries reported	$114,150 per year
Senior advisor 10 salaries reported	$147,985 per year
Business advisor 18 salaries reported	$146,925 per year
Case manager 4 salaries reported	$74,000 per year

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