Behavioral Health Customer Service Advocate, Dedicated Line - Evernorth Health Services - Remote

Job title: Behavioral Health Customer Service Advocate, Dedicated Line - Evernorth Health Services - Remote in USA at The Cigna Group
Company: The Cigna Group
Job description: Do you have a Master’s degree and are ready for a meaningful career where you can make an impact and improve lives? Join us as a Behavioral Health Customer Service Dedicated Advocate- an inbound call center role focused on helping people access needed care. You will support members and providers seeking services, as well as claim questions for mental health and/or substance use disorders. This position features a structured work schedule with a designated queue time.Using empathy, active listening, multitasking, and problem-solving skills, you’ll help ensure every caller’s experience with Evernorth is both efficient and compassionate.Key Responsibilities:

• Take back-to-back phone calls from members and providers (calls last about 8-10 minutes).
• Triage and conduct intake for risk of harm and substance use concerns.
• Communicate eligibility, assist with scheduling appointments and providing referrals, quote benefits, and advise on authorization requirements.
• Utilize resources and independent judgment to deliver accurate information, exceptional service, and resolution on the first call.
• Collaborate with matrix partners and coordinate seamless handoffs to clinical teams for timely support.
• Navigate multiple systems and applications across multiple screens while on calls (sometimes up to 9 programs at once).
• Work with account-specific VIP’s to ensure appropriate support for members.
• Provide start-to-finish case ownership with claims by:

• Explaining how benefits were applied to claims and how claims were processed.
• Supporting complex case completion and appropriate resolution achieved through any necessary communication.
• Working with claims examiners to determine appropriate steps in resolution.
• Communicating with health care professionals to clarify and resolve claims issues impacting the member and provider.
• Reprocessing claims.

Requirements:

• Master’s degree in psychology, social work, or a related field, or Master’s degree in another field plus 2+ years of behavioral health experience.
• Customer service experience.
• Strong time management and multitasking abilities.
• Proficiency with typing and PC usage.
• Must remain at your workstation while handling calls from a phone queue.

Training schedule: Monday-Friday, 8:30 AM to 5:00 PM CSTWork schedule: Based on business need, a permanent 8-hour shift between 7:00 AM and 7:00 PM CST will be offered.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.For this position, we anticipate offering an hourly rate of 24 - 36 USD / hourly, depending on relevant factors, including experience and geographic location.This role is also anticipated to be eligible to participate in an annual bonus plan.We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit .About Evernorth Health ServicesEvernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.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.If you require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.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.Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.
Expected salary:
Location: USA
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