Customer Service Associate Representative

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is dedicated to improving health and vitality across all life stages. We empower our customers with the knowledge and insights needed to navigate the healthcare system and make informed decisions. Join us in our mission to drive growth and enhance lives.

About Allegiance By Cigna Healthcare

Since 1981, Allegiance by Cigna Healthcare has been a specialist in administering medical benefits, including claims processing, customer service, utilization management, and case management. We pride ourselves on a high-touch approach to member and client service, supporting some of the nation's most innovative health benefit strategies.

About the Role

The Customer Service Associate Representative is pivotal in providing essential support to participants, clients, and providers. This role involves addressing inquiries related to group health benefits and claims payments, researching claims, meticulously documenting interactions, and collaborating with team members to ensure seamless operations.

Essential Job Functions

• Answer telephone calls from plan participants, group contacts, and providers regarding benefits and claims.
• Provide clear, accurate, and timely responses to information requests.
• Document all calls in Chronolog by summarizing key points of each conversation.
• Return messages from designated voicemail boxes.
• Read, interpret, and apply plan documents, new amendments, and updates for multiple clients.
• Meet with clients as needed to assist with questions about their health benefit plans.
• Support team members and cross-functional partners as requested.
• Log faxed claims and enter fax information into Chronolog.
• Return misdirected claims to the appropriate provider.
• Assist members with navigating the website.
• Meet or exceed company standards for quality and production.
• Maintain punctual and reliable attendance.
• Support claim information research and identification.
• Assist with provider record maintenance tasks.
• Index claims and correspondence batches.
• Complete responsibilities assigned for specific client groups.
• Aid in employee training and cross-training.
• Research and prepare refund documentation.

Quality Assurance Measurements

• Consistently meet or exceed company standards for production, quality, and audit performance.

Minimum Education

• High school diploma or GED required.

Minimum Experience & Skills

• Basic computer and customer service experience.
• Excellent verbal and written communication skills.
• Proficiency with PC tools including Windows, Word, and Adobe Acrobat; ability to learn new software.
• Minimum typing speed of 45 wpm.
• Strong listening skills and attention to detail.
• Basic mathematical competency.
• High interpersonal skills and the ability to work collaboratively.
• Ability to organize and recall large amounts of detailed information.
• Capability to read, analyze, and interpret benefit plans, insurance documents, and regulations.
• Professional attitude with the ability to project a positive image in all work environments.
• Commitment to privacy and confidentiality standards.
• Flexibility to work under pressure and meet deadlines.
• Strong problem-solving abilities with professionalism and patience.

Work Environment

• If 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.

Compensation & Benefits

• Hourly Rate: $17.75 - $19 USD / hourly, depending on relevant factors, including experience and geographic location.
• Eligibility for an annual bonus plan.
• Comprehensive benefits package starting on day one, including medical, vision, dental, well-being and behavioral health programs.
• 401(k).
• Company-paid life insurance.
• Tuition reimbursement.
• Minimum of 18 days of paid time off per year plus paid holidays.

Equal Opportunity Employer

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.

Accommodation Request

If you need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

Tobacco-Free Policy

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Criminal History Consideration

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.

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