Customer Service Associate Representative - eviCore

The Cigna Group; Plano (TX); Remote; USD 35,000 - 50,000; Full time

Job summary

A leading healthcare solutions provider seeks an Outreach Educator to enhance patient engagement by educating Radiology patients about facilities and treatment options. Candidates should possess strong customer service skills, proficiency in Microsoft Office, and be able to work in a high-volume contact center environment. This remote role emphasizes patient education and support to empower informed treatment choices.

Qualifications

• High volume contact center, customer service, and sales experience preferred.
• Strong written, organizational, and verbal communication skills.
• Customer service oriented with the ability to diffuse difficult callers.

Responsibilities

• Connect with an average of 50-80 inbound and outbound callers per day.
• Build rapport with members, providing concierge service for treatment selections.
• Educate members on facilities, screening options, and alternative treatments.

Skills

High volume contact center experience

Customer service skills

Strong communication skills

Organizational skills

Ability to learn quickly

Education

High School diploma or equivalent

Tools

Microsoft Office Suite

Job description

SUMMARY

eviCore Healthcare, a subsidiary of The Cigna Group, is committed to making a positive impact on healthcare by delivering excellent patient-provider care and making a positive impact on our employees. The Outreach Educator in the Consumer Engagement Department employs high-level customer service and problem-solving skills to educate Radiology patients on their facilities and treatment options, empowering them to make the best choices about their care.

TRAINING HOURS

TRAINING HOURS: M - F 9 AM - 530 PM EST

POST TRAINING HOURS

POST TRAINING HOURS: M - F 12:30 PM - 9 PM EST

RESPONSIBILITIES

• Connect with an average of 50-80 inbound and outbound callers per day, including members and physicians’ offices.
• Build rapport with members, providing a full concierge service that includes assistance with selecting the proper treatment locations, down to granular details such as arranging for transportation to facilities and parking.
• Utilize the script pathway to educate members on facilities, screening options, and alternative treatments, and ask follow-up questions to determine their best options.
• Meet or exceed performance metrics related to the ability to educate members to choose to convert to preferred facilities.
• Multitask and research each case, toggling through various applications on multiple screens.
• Demonstrate full understanding of various health plans across multiple states.
• Inform members of denials of service requests based on unapproved locations, de-escalating upset callers, and redirecting them to select locations and services that are covered.

QUALIFICATIONS

• High School diploma or equivalent.
• High volume contact center, customer service, and sales experience preferred.
• A dedicated workspace with no distractions is required.
• Intermediate proficiency in Microsoft Office Suite, and adaptable ability to learn to operate multiple computer applications.
• Strong written, organizational, and verbal communication skills.
• Customer service oriented, with the ability to diffuse difficult callers with a calm, empathetic, and helpful demeanor.
• Flexible with the ability to learn quickly in a fast-paced environment.

A dedicated workspace with no distractions is required.

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.

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.