This position is a temporary assignment. As a contractor, you’ll be employed by Magnit, not The Cigna Group or any subsidiaries of The Cigna Group.

LOCATION & SCHEDULE
Training Hours: 8:30am - 5:00pm CST 
After Training (possible shifts): 8:00am - 4:30pm CST OR 10:00am - 6:30pm CST 
Candidates are preferred in EST or CST time zones but candidates in PST will be considered

ROLE OVERVIEW – Intake Care Senior Representative

The Personal Advocate position is responsible for representing Cigna Behavioral Health (CBH) to all inbound callers within a call center environment and assuring caller’s contact with CBH is positive. 

Advocates are many times the first encounter customers have with Cigna and thus are responsible for giving a positive first impression. 

The Advocacy tasks of this position are varied and often complex in nature requiring flexibility and multi-tasking capabilities. 

Responsibilities may include but are not limited to: educating customers on benefits, eligibility, referrals, non-clinical resources and assessing for potential risk of harm or substance abuse concerns.

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. 

Responsibilities:

The primary responsibility of the Advocate role is answering calls from customers including providers. 

The majority of the day will be answering inbound calls from customers looking to access, understand, or utilize services.

May include but are not limited to: educating customers on benefits, eligibility, referrals, non-clinical resources and assessing for potential risk of harm or substance abuse concerns.

Within a call an advocate may:

• Register participants in the intake system and opens case files
• 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
• Multi-task by maneuvering through various computer programs and screens

As needed an advocate may also:

• Write authorizations to ensure claims are paid correctly.
• Provide follow-up calls to participants to ensure correct information is given
• Send eligibility requests to determine effective coverage dates or to verify correct benefits are loaded
• Send complaints to initiate grievance process for customers

On all calls an advocate is responsible for:

• Providing high quality customer service as identified by Advocacy department quality standards
• Using independent problem solving skills to make sound decisions in assessing the needs of the callers by giving accurate information and providing first call resolution
• Understanding the business needs of the role, while balancing the needs of the customer
• Taking an educational approach to ensure callers are able to understand the complexities of accessing care
• Demonstrating  a complete awareness and understanding of the responsibilities and workflows of the various departments within Cigna

Skills:

• Previous customer service experience or related position
• Superb interpersonal communication
• Effective listening and organizational skills
• Ability to manage multiple tasks, setting priorities where needed
• Independently problem solve, with ability to function without constant supervision
• A demonstrated ability to type effectively; with strong PC skills/word processing experience and ability to learn new computer software systems
• Ability to learn new workflows and tasks quickly
• Ability to work  independently and be a team player
• Previous call center environment experience preferred
• Computer multi-tasking - working in numerous screens while staying engaged with customer

EDUCATION: 

Hourly Pay Rate Range (dependent on location, experience, expectation) 
The pay range that Magnit reasonably expects to pay for this position is: $17.00/hour-$20.00/ hour. Benefits: Medical, Dental, Vision, 401K (provided minimum eligibility hours are met)
We are unable to provide visa sponsorship or STEM OPT training.
 
The operation of this talent community is a global leader of contingent talent services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations. 

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.