Patient Outreach Coordinator - Evernorth - Remote

The Cigna Group; Toronto; Remote; CAD 40,000 - 60,000; Full time

Job summary

A leading global Health Service company is seeking a Customer Service Representative to provide excellent service while handling calls in a remote setting. Ideal candidates are motivated, organized, and compassionate, with a focus on helping members at critical moments. This role offers a supportive, inclusive environment with opportunities for professional growth.

Benefits

Choice of three medical plans

Prescription Drug, Dental, Vision, and Life Insurance

401K with company match

Tuition assistance

Paid time off and holidays

Qualifications

• 1 year of customer service experience required.
• Intermediate proficiency in Microsoft Outlook.
• Ability to remain calm and helpful in difficult situations.

Responsibilities

• Handle high volume of inbound and outbound calls while meeting KPIs.
• Achieve performance targets related to call volume and customer satisfaction.
• Follow HIPAA regulations to ensure patient confidentiality.

Skills

Organization

Communication

Empathy

Self-Motivation

Education

High School diploma or equivalent

Tools

Microsoft Outlook

Job description

The job profile for this position is Customer Service Representative, which is a Band 1 Professional Career Track Role.

Excited to grow your career?

We value our talented employees and strive to help our associates grow professionally before recruiting new talent. If you think the open position is right for you, we encourage you to apply!

Our people make all the difference in our success.

Work from Home in PA, OH, FL, and Missouri - Start Date 7/7/2025

The Cigna Group is a global Health Service company dedicated to helping people improve their health and vitality. We seek dedicated, compassionate, and empathetic Patient Outreach Coordinator to join our team, who are genuinely interested in helping people at critical points in their lives. The Call Center Patient Outreach Coordinator represents the company, and our people make all the difference in our success.

RESPONSIBILITIES

1. Handle high volume of inbound and outbound calls while meeting KPIs such as average handle time, call quality, and calls per hour.
2. Achieve performance targets related to call volume, response time, and customer satisfaction.
3. Participate in coaching sessions and quality assurance reviews to improve performance.
4. Contribute to team goals by meeting or exceeding Net Promoter Score from post-call surveys.
5. Navigate multiple applications to pre-call plan, support members, and document interactions in internal systems.
6. Attend all trainings and the first 90 days of employment.
7. Provide friendly and professional service to members.
8. Follow HIPAA regulations to ensure patient confidentiality.
9. Escalate complex issues to a pharmacist for support.
10. Enjoy a work-from-home lifestyle with virtual connections to coworkers and customers.
11. Perform other duties as assigned.

QUALIFICATIONS:

1. High School diploma or equivalent.
2. 1 year of customer service experience required.
3. Minimum internet speed of 10 Mbps download and 5 Mbps upload (no satellite internet).
4. Ability to stay self-motivated in a work-at-home environment.
5. A dedicated workspace with no distractions.
6. Intermediate proficiency in Microsoft Outlook.
7. Strong organization, written, and verbal communication skills.
8. Ability to remain calm and helpful in difficult situations.
9. Foster teamwork and partnership with cross-functional departments.

What you’ll love about working here:

• Fun, friendly, and unique culture – Bring your whole self to work every day!
• Choice of three medical plans.
• Prescription Drug, Dental, Vision, and Life Insurance.
• Employee contributions for HRA and HSA accounts.
• 401K with company match.
• Paid time off and holidays.
• Tuition assistance.

Note: We are currently training and working in a work-at-home environment. Reliable internet connectivity via wired connection is required. Mobile or hotspot connections are not acceptable; you may need to purchase an Ethernet cord based on your setup.

If working from home, internet must be through a cable broadband or fiber optic provider with speeds of at least 10 Mbps download and 5 Mbps upload. Qualified applicants will be considered regardless of race, color, age, disability, sex, pregnancy, or other protected characteristics. Please review our posting guidelines at the provided link. Qualified applicants with criminal histories will be considered in accordance with laws.