Customer Service Representative - MD Live - Remote

The Cigna Group

2d • Remote

About The Position

The PCC (Provider Command Center) team member will report to a Call Center Team Lead, serving as the gatekeeper of the Patient Waiting Room, Exception Queue, Customer Service Escalations via email, and occasional Inbound Call Center support. The PCC team member is a subject matter expert with call center, clinical, provider, and policy and procedures. They act as a support team to providers as well as outbound patient outreach to assist with any scheduling/rescheduling needs.

Requirements

• High School Diploma or GED required
• Attention to detail
• Capability to respond and act in a fast-paced setting
• Ability to multi-task and handle changing priorities
• Strong verbal and written communication skills
• Resolution and recovery expertise
• Resilient with ongoing business updates, training, and job responsibilities
• Microsoft experience: Word and Excel
• 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

• Schedule or reschedule appointments for phone or video consultations
• Assist with scheduling behavioral health appointments, outreach to providers for availability
• Assist with language specific consultations video or phone consultations for non-English speaking patients
• Send escalated alert notification of low provider coverage for state specific patient phone or video consultations to medical providers via text
• Monitor PCC exception queue and on-call waiting room to ensure all patients receive consultation within 60 minutes to meet MDLIVE SLAs
• Respond to customer service emails: general inquiries, contact request, appointment request, refund request, billing inquiries, etc. within 30 minutes or less
• Support Inbound Call Center occasionally, as needed
• Answer the dedicated provider line & assist providers
• Report any system impacts to CSAdmin, patient portal, or provider portal to production support and open Jira tickets

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED