Retentions Operations, Medicare
2 months ago
Excited to grow your career?
We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply
Our people make all the difference in our success.
Work Location - Remote, United StatesWork Hours - between 8:00 am - 6:00 pm EST (specific shift to be determined)
Days - Monday - Friday
Individuals will work in a call center environment, telephone queue
Prior healthcare and/or call center experience required
Delivers specific delegated Customer Service tasks assigned by a supervisor. Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, providers and/or others for information and assistance. Performs research to respond to inquiries and interprets policy provisions to determine most effective response. Mails or routes claim forms and supporting documentation to various units for final processing. Position typically requires excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances or complaints of moderate to substantial complexity. Completes day-to-day tasks without immediate supervision but has ready access to advice from more experienced team members. Tasks involve a degree of forward planning and anticipation of needs/issues. Resolves non-routine issues escalated from more junior team members.
Summary:
The Customer Service Senior Representative will conduct outbound calls to customers who are at risk of leaving our plan, customers who are new to the plan, and other ad hoc campaigns as needed. Representative will assist our customers with any concerns that relate to retention of membership and/or general benefits. Representative will help address customer issues and track customer responses. The representative will use call scripts, spreadsheets, and various computer systems in order to assist customers.
Responsibilities:
- Conduct outbound calls to customers for various reasons: retention, welcome, and other miscellaneous campaigns
- Provide fantastic customer service via inbound and outbound conversations over the phone and using chat, email, etc.
- Maintain a positive and enthusiastic attitude while managing assigned tasks.
- Maintains accurate and complete documentation of required information that meets the requirements.
- Research benefits, providers, and other concerns for the customer
- Coordinate with other departments to ensure all customer needs have been addressed
- Document all calls in call tracking systems using numerous computer systems to research and document data, including Microsoft office, claims systems, and call recording software (OneView, Knowledge Xchange, Finesse, OMD, MHK, etc.)
- Ad- hoc duties as needed
Qualifications:
- High school diploma or GED
- 5 years customer service experience
- Healthcare and/or call center experience
- Preferred: Experience with Medicare/Medicaid
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 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.
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.Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.
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