About this role
The job profile for this position is Case Management Lead Representative, which is a Band 2 Professional Career Track Role.
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Our people make all the difference in our success.
Do you have a bachelor’s degree and are ready for a meaningful career where you can make an impact and improve lives? Join us as a Behavioral Health Customer Service Advocate- an inbound call center role focused on helping people access needed care. You’ll support members and providers seeking services for mental health and/or substance use disorders. This position features a structured work schedule with a designated queue time.
Using empathy, active listening, multitasking, and problem-solving skills, you’ll help ensure every caller’s experience with Evernorth is both efficient and compassionate.
Key Responsibilities:
- Take back-to-back phone calls from members and providers (calls last about 8-10 minutes).
- Triage and conduct intake for risk of harm and substance use concerns
- Communicate eligibility, assist with scheduling appointments and providing referrals, quote benefits, and advise on authorization requirements
- Utilize resources and independent judgment to deliver accurate information, exceptional service, and resolution on the first call
- Collaborate with matrix partners and coordinate seamless handoffs to clinical teams for timely support
- Navigate multiple systems and applications across multiple screens while on calls (sometimes up to 9 programs at once)
Requirements:
- Bachelor’s degree in psychology, social work, or a related field, or bachelor’s degree in another field plus 2+ years of behavioral health experience.
- Customer service experience
- Strong time management and multitasking abilities
- Proficiency with typing and PC usage
- Must remain at your workstation while handling calls from a phone queue
Training schedule: Monday-Friday, 8:30 AM-5:00 PM CST
Work schedule: a permanent 8-hour shift between the hours of 7am-7pm CST will be offered based on business need.
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 19 - 29 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.
At The Cigna Group, 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), 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, click here.
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.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.
Other facts
About The Cigna Group
The Cigna Group is a global health company committed to creating a better future built on the vitality of every individual and every community. We relentlessly challenge ourselves to partner and innovate solutions for better health.
The Cigna Group includes products and services marketed under Cigna Healthcare, Evernorth Health Services or its subsidiaries. The Cigna Group maintains sales capabilities in more than 30 countries and jurisdictions, and has more than 190 million customer relationships around the world.
What you'll do
- The Behavioral Health Advocate will handle back-to-back phone calls from members and providers, conducting intake for risk of harm and substance use concerns. They will communicate eligibility, assist with scheduling appointments, and provide referrals while ensuring a compassionate experience for callers.
Ready to join The Cigna Group?
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