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`Work Location-Remote, Florida (must live in or near area)
Bilingual Required (English & Spanish)
SUMMARY
In this pivotal role, Cigna Medicare Agent Resource Representatives effectively handle inquiries from internal and external sales agents that are received via phone and serviced in a contact center environment. The successful candidate will be able to interact appropriately and efficiently with agents using excellent interpersonal and listening skills, professionalism and phone etiquette skills. The ability to use computer-based resources in a highly effective manner to educate and provide accurate responses to inquiries is crucial for success.
RESPONSIBILITIES: Queues/Skills to handle: Scope of Appointment and Eligibility Verification (Medicare only).
• Handle a large volume of inbound calls in a timely manner.
• Activities related to inbound calls, LIVE chats from sales agents seeking support for Cigna Medicare products.
• Follow communication scripts during SOA calls and Eligibility calls to remain in compliance
• Maintain detailed knowledge of Eligibility requirements/qualifications for our plans, special elections, Medicare related information and HRA support.
• Verify Medicare information to check if a potential member has all requirements needed to qualify for one of our plans.
• Responds to all customers in a professional and courteous manner.
• Participates in meeting and/or committees as needed.
• Manages work balance between calls and of phone actives/Live Chats.
• Value all aspects of diversity.
• Exercise strict confidentiality in all matters. PHI information.
• LIVE chats for Eligibility Verification only.
QUALIFICATIONS
• Adaptable, flexible, and able to manage through change.
• Goal oriented and personally accountable; resourceful and self-directed.
• Demonstrated communications (written and verbal), interpersonal skills and fosters a team environment.
• Excellent listening and interpersonal communication skills.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Demonstrated accuracy and productivity in a changing environment with constant interruptions.
• Demonstrated ability to analyze information, problems, issues, situations and procedures to develop effective solutions.
• Able to offer options and educate callers when appropriate.
POSITION REQUIREMENTS
• 1 year or more of experience working in a high-volume call center environment (preferred, not required)
• Bilingual Required (English & Spanish)
• Accurate data entry skills and attention to detail
• Experience analyzing and solving customer problems required
• Excellent verbal and written communication skills
• Intermediate proficiency in Microsoft Office Suite; high level capacity to multitask independently and on a computer
• Proven ability to work independently as well as a productive member of a team
• High School Diploma or GED
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.
About Cigna Healthcare
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. 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: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com 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.
