Behavioral Health Advocate (Call Center) - Evernorth Behavioral Health - Remote

The Cigna Group

4d • $19 - $29 • Remote

About The Position

The job profile for this position is Case Management Lead Representative, which is a Band 2 Professional Career Track Role. Excited to grow your career? We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply! Our people make all the difference in our success. Do you have a bachelor’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 Advocate- an inbound call center role focused on helping people access needed care. You’ll support members and providers seeking services 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.

Requirements

• Bachelor’s degree in psychology, social work, or a related field, or bachelor’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-5:00 PM CST
• Work schedule: a permanent 8-hour shift between the hours of 7am-7pm CST will be offered based on business need.
• 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.

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)

Benefits

• At The Cigna Group, 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), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level