Cigna Jobs – Personal Advocate

Website Cigna

Job Description:

This position services calls in a warm and empathetic manner as many of the calls are sensitive in nature. Independent problem solving skills are critical to success within the role along with intelligent judgment of assessing the caller’s needs. Based upon the call type and requests advocates should be able to use customer service skills, knowledge of the mental health/substance abuse field and Cigna training to effectively address callers needs in an educational manner. This position is an entry level role with opportunity for growth within the company. Incumbents will utilize telephonic communication the majority of the time with some web, and internal CBH materials to achieve first time resolution for callers.

Job Responsibilities:

  • Educate participants on their benefits based upon individual plan design and other clinical or non-clinical resources available
  • Conduct an intake as needed to assess for presenting concern and risk of harm or substance abuse concerns
  • Provide participants with names and phone numbers of nearest providers
  • The primary responsibility of the Advocate role is answering calls from customers. The majority of the day will be answering inbound calls from customers looking to access, understand, or utilize services.
  • Register participants in the intake system and opens case files
  • Multi-task by maneuvering through various computer programs and screens

Job Requirements:

  • Ability to learn new workflows and tasks quickly
  • A demonstrated ability to type effectively; with strong PC skills/word processing experience and ability to learn new computer software systems
  • Previous customer service experience or related position
  • Effective listening and organizational skills
  • Independently problem solve, with ability to function without constant supervision
  • Superb interpersonal communication
  • Ability to manage multiple tasks, setting priorities where needed
  • Ability to work independently and be a team player

Qualification & Experience:

  • Master’s degree in mental health field or psychology/social work related field (can also include: family communications, health coaching, community/public health or other related major). NOTE: This is a non-clinical role and does not require a license
  • Previous call center environment experience preferred

Job Details:

Company: Cigna

Vacancy Type: Full Time

Job Functions: Legal

Job Location:  Eden Prairie, MN, US

Application Deadline: N/A

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