Behavioral Health Member Advocate - Evernorth Behavioral Health - Remote

The Cigna Group

5d•$19 - $29•Remote

About The Position

This is an inbound call center role focused on helping people access needed care. The Behavioral Health Customer Service Advocate will 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, the advocate will 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.
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).