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Customer Service Chat Senior Representative
4 months ago
Digital Operations Chat is a growth space in the US Commercial-Medical org within Cigna's Customer Service Operations (CSO). The Chat team is a group of tenured, people-focused experts who are dedicated to customer experience and setting the bar for quality care. We are a unique team in Cigna’s CSO organization – Chat advocates are universally trained in most US Commercial-Medical products including Medical (Proclaim, Facets, PMHS), Dental (DPPO and DHMO), Pharmacy (OneRx) and iCSA (website support/navigation/password resets). We are dedicated to creating a culture about people - the people we work with and the customers we support each and every day.
Primary Responsibilities
- Help customer’s and health care providers understand our business a little better. Topics like prior authorization status, issues with claims or understanding benefit coverage related to medical and dental procedures in office or hospital visits are common questions.
- For less complex questions and inquiries, Chat Advocates have the capability to support two customers simultaneously within our Chat platform which requires attention to detail and technological savvy.
- Make it easy for customers to work with us. Responsible to deliver a seamless customer experience supporting multiple lines of business. Provide robust customer support with various and sometimes complex inquiries in one-stop, helping to reduce transfers and wait times. Take ownership of inquiries and issues and do your best to resolve them the first time, every time.
- Advocate for our customers’ health and wellness. Educate customers on disease management programs and make recommendations on the right healthy living programs for their needs.
Key Qualifications
- Minimum of 1-2+ year(s) Call Center experience is highly preferred.
- Thorough technical knowledge in Medical terminology is strongly preferred.
- Excellent customer service skills including the ability to manage complexity is a must – including active listening, human connection/empathy, researching, problem-solving and critical thinking skills.
- Demonstrated oral, written, interpersonal communication and negotiation skills preferred.
- Successful candidate will have prior experience with time management, excellent organizational skills, detail-oriented, highly motivated and customer centric.
