Care Associate

Cigna - Phoenix, AZ (30+ days ago)3.7


The Arizona Medicare Advantage Medical Intake Team is looking for new team members who enjoy helping customers. We need the type of individuals who are looking to consistently learn and develop new skills in a fast paced environment. Our team is responsible for coordinating with customers and providers to support the authorization of elective medical services and urgent inpatient admissions. We support the Medicare Advantage products and services.

Required Skills

Customer Focused – a genuine desire to help people

Professional and tactful – able to respond and calm a situation

Prioritizes work and provides accurate responses to inquiries.

Effective user of tools - able to navigate multiple computer based tools and resources

Proficient knowledge and understanding of Microsoft Office Products

Active listener, with the ability to provide confident responses

Collaborator – enjoys working with co-workers across different functional areas

Able to offer options and educate customers when appropriate

Support

You will receive 2 weeks of paid training as well as a supportive post-training environment to prepare you for success in your role. Cigna encourages career development and offers continuing educational resources internally and externally to help you in your career advancement.

Major Responsibilities

Does this sound like you?

Provide friendly customer service that includes verifying information and answering questions about Medicare Advantage products and services in a call center environment. Other responsibilities include but are not limited to the following:

Greets customers and providers as the first point of contact at Cigna.

Builds rapport with customers over the phone, in real time while maintaining commitments to follow up as necessary.

Collects and provides data entry of authorization information.

Provides accurate information to callers based on an understanding of customer and service requirements. Redirects calls as necessary.

Relates to customers with empathy and diplomacy with the ability to diffuse situations comfortably.

Educates customers and providers, offering appropriate options in line with CMS (Center for Medicaid and Medicare Solutions) Guidelines.

Maintains a working knowledge of Medicare products and services and CMS guidelines as it applies to the non-clinical role.

Works collaboratively with the team to provide support to other team members and new hires and collaborates with teams across Cigna.

Performs general administrative duties (such as faxing and customer outreach).

Adheres to quality assurance standards and all AZ Medicare Advantage policies and procedures.

Adheres to productivity, meets established goals and reports out on productivity on a daily basis.

Acts as a change agent to support the organization’s objectives.

Qualifications

You are the right person if you have:
High school diploma or GED required. Associates or Bachelor’s degree is a plus.

Ability to work a flexible non-standard business hour schedule that may include a weekend/holiday rotation is required.

Prior experience with Medicare Programs is preferred but not required.

Prior experience in customer service role/operation is preferred.

Working knowledge of automated systems/telephone systems and accurate data entry is preferred.

Working knowledge of medical terminology and medical coding is a plus.

Training Requirements

No time off is permitted during the training period

How You Are Measured

Internal quality evaluations that measure customer service engagement and the accuracy and efficiency of the Care Associate in responding to the inquiry.

Expected to meet established metrics in schedule adherence, average handle time, productivity, quality.

Ability to demonstrate competencies required for the role.

Qualified applicants will be considered for employment without regard to age, race, color, religion, national origin, sex, sexual orientation, gender identity, disability, veteran status. Need an accommodation? Email: SeeYourself@cigna.com