Behavioral Health Advocate (Call Center) – Evernorth

Cigna; United States; On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Mental health programs

PTO & holidays

Retirement with company match

Career development & training

Employee assistance programs

Job summary

Cigna, through its Evernorth Health Services division, is seeking a compassionate Behavioral Health Advocate (Call Center) to support members navigating behavioral and mental health services. The role focuses on guiding, emotionally supporting, and coordinating care for members via inbound and outbound calls.

Responsibilities include initial assessments, education on benefits, locating in-network providers, and coordinating care with clinical teams while maintaining HIPAA-compliant documentation

Qualifications

• Minimum 1–3 years in behavioral health, healthcare support, case management, social services, or related call center role.
• Experience in healthcare, insurance, or managed care environments preferred.
• Experience speaking with members/patients by phone in high-volume settings is a plus.

Responsibilities

• Serve as the primary telephonic contact for behavioral and mental health support.
• Conduct initial assessments to understand member needs and barriers to care.
• Educate members on behavioral health benefits, coverage, and treatment options.
• Assist members in locating in-network providers and scheduling appointments.
• Coordinate care with providers, case managers, and clinical teams.
• Document interactions accurately and compliantly in internal systems.
• Demonstrate empathy, professionalism, and confidentiality in all interactions.
• Identify high-risk situations and escalate per clinical protocols.
• Meet productivity, quality, and compliance standards in a fast-paced call center.

Skills

Verbal communication

Active listening

Customer focus

HR/HIPAA knowledge

Multitasking

Professionalism

Emotional resilience

Tools

Electronic Health Records (EHR)

CRM systems

Microsoft Office

Job description

Job Summary

Cigna, through its Evernorth Health Services division, is seeking a compassionate and motivated Behavioral Health Advocate (Call Center) to support individuals navigating behavioral and mental health services. This role serves as a critical point of contact for members, providing guidance, emotional support, and coordination of care through inbound and outbound calls. The Behavioral Health Advocate plays a key role in improving access to care, enhancing member experience, and supporting positive health outcomes by connecting members with appropriate behavioral health resources and services.

Key Responsibilities

• Serve as the primary telephonic point of contact for members seeking behavioral and mental health support.

• Conduct initial assessments to understand member needs, concerns, and barriers to care.

• Provide education on behavioral health benefits, coverage, and available treatment options.

• Assist members with locating in-network providers and scheduling appointments when needed.

• Coordinate care with providers, case managers, and internal clinical teams.

• Document all interactions accurately and compliantly within internal systems.

• Demonstrate empathy, professionalism, and confidentiality in all member interactions.

• Identify high-risk situations and elevate appropriately according to clinical and safety protocols.

• Meet productivity, quality, and compliance standards in a fast-paced call center environment.

Required Skills and Qualifications

• Strong verbal communication and active listening skills.

• Ability to handle sensitive and emotionally charged conversations with empathy.

• Customer-focused mindset with strong problem-solving abilities.

• Proficiency in using call center systems, electronic health records, and Microsoft Office tools.

• Ability to multitask, prioritize, and manage time effectively.

• Knowledge of HIPAA and confidentiality requirements.

• High level of professionalism, reliability, and ethical conduct.

Experience

• Minimum of 1–3 years of experience in behavioral health, healthcare support, case management, social services, or a related call center role.

• Prior experience working in a healthcare, insurance, or managed care environment is strongly preferred.

• Experience interacting with members or patients via phone in a high-volume setting is an advantage.

Working Hours

• Full-time position, typically 40 hours per week.

• Scheduled shifts within standard business hours, with potential evening or rotating shifts based on business needs.

• Remote or hybrid work options may be available depending on location and business requirements.

Knowledge, Skills, and Abilities

• Working knowledge of behavioral health conditions, treatment modalities, and care pathways.

• Ability to apply company policies, clinical guidelines, and regulatory requirements consistently.

• Cultural competence and sensitivity when working with diverse populations.

• Strong documentation and data entry accuracy.

• Ability to remain calm and effective in high-stress or crisis-related situations.

Benefits

• Comprehensive medical, dental, and vision insurance.

• Mental health and wellness programs through Evernorth.

• Paid time off, holidays, and flexible scheduling options.

• Retirement savings plans with company match.

• Career development, training, and internal growth opportunities.

• Employee assistance programs and wellbeing resources.

Why Join Cigna (Evernorth)?

At Cigna and Evernorth, we are committed to improving lives by making healthcare more affordable, predictable, and simple. Joining our team means being part of a purpose-driven organization that values compassion, innovation, and inclusion. As a Behavioral Health Advocate, you will make a meaningful impact every day by helping individuals access the care and support they need to live healthier lives.