Cigna Customer Service Analyst in United States
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Instant Access Representative (Band 2) Job Description
-Work from home available for existing Cigna employees
The Instant Access Representative (IAR) is a client-facing role that handles inquiries via toll-free line or general service email box from clients/brokers in Select and Middle Market Segments (0 - 4999 lives) for Cigna Group Insurance. This role will serve as a triage unit for all work coming into Implementation for life-cycle changes, and Client Services for simple inquiries and complex inquiries, as well as escalated service situations. The IAR will need to assess the inquiry/request and determine the appropriate team to handle. The goal of inquiries/requests that are handled directly by the IAR is first call resolution.
Answer inbound calls and e-mails from clients and brokers in the Select to M3 segments, gather critical information, swiftly assess the level of complexity / type of inquiry and direct the work to the appropriate team for handling.
Interact professionally with clear, effective communication and set the appropriate expectations on timeline of deliverables. Conduct timely follow ups as needed to keep client/broker informed of status.
Responsible for handling general inquiries, such as form requests, EOI and claims status, contact changes, billing / commission questions and ensuring appropriate and timely response to the client or broker.
Ensure timely and accurate responses to inquiries and service requests. Manage and monitor requests within internal systems and refer changes to support team, while still maintaining oversight of delivery for timeliness and accuracy.
Direct inquiries pertaining to policy, structure and/or product and services changes for Select business to Account Managers.
Direct inquiries pertaining to policy, structure and/or product and services changes for M1/M2/M3 business to Implementation Managers.
Develop and maintain effective business partnerships to ensure service issues are managed proactively; communicate clearly, accurately and effectively with all business partners
Possess extensive knowledge of products and services and a thorough understanding of processes related to servicing a book of business.
Participate in regularly scheduled feedback and information exchange sessions with key business partners.
Provide support, training and mentoring of team members and other internal partners on products and services, and processes as it relates to servicing our clients.
Identify, lead and drive recommendations of process improvements to accelerate client experience in a positive way. Serve as a Subject Matter Expert for project and business development teams.
Learning and Applying Quickly
Customer Support Policies, Standards & Procedures
Minimum of 2 years’ experience in customer service required.
Bachelor’s Degree or equivalent previously related work experience.
Strong knowledge of Cigna benefits, products, and services.
Ability to quickly understand the client’s needs and expectations.
Proven ability to operate in a fast-paced, customer service environment.
Demonstrated organizational and time management skills.
Strong analytical ability and attention to detail.
Ability to effectively problem-solve issues to resolution.
Demonstrated interpersonal skills.
Preferred minimum two years’ experience with multiple software and system-based applications, including database and spreadsheets (Word, Excel, PowerPoint, tracking systems).
Strong verbal/written communication and organizational skills to effectively communicate and interact with all levels and functions within the organization.
Ability to manage multiple and divergent priorities and deadlines, high volume of service requests and work independently and proactively, negotiate and manage expectations for mutually acceptable solutions.
Qualified applicants will be considered without regard to race, color, age, disability, sex (including pregnancy), childbirth 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 an accommodation based on your physical or mental disability please email: SeeYourself@cigna.com. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.
We’re a global health service company dedicated to helping people improve their health, well-being and sense of security. We offer an integrated suite of health services, such as medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products that serve over 95 million customers around the world. When you work with us, you’ll enjoy a different kind of career - you’ll make a difference, learn a ton, and change the way people think about health insurance. To see our culture in action, search #TeamCigna on Twitter or Instagram.