LPN Coach Care Coordinator- Evernorth- West Coast (PST)
About The Position
The LPN Coach Care Coordinator role is a Band 2 Senior Contributor Career Track Role within Evernorth Workplace Care. This position focuses on providing telephonic care coordination and case management. Evernorth Workplace Care offers health care delivery services, population health, and health coaching solutions. The mission is to deliver proactive, personalized, and holistic patient care and coaching by utilizing health data and insights to improve the overall health and wellness of clients' employees. The program aims to improve the health of individuals with chronic conditions through an individualized approach, supporting improvements in productivity, health status, and appropriate medical service utilization.
Requirements
- Graduate of approved LPN/LVN program
- Active and unrestricted LPN license in respective state
- At least 3 or more years of LPN experience in a hospital or provider's office
- Customer Service or experience in a telephonic or LPN Triage Nurse role
- Computer skills and ability to talk and type at the same time, and navigate through multiple open windows and tabs
- Ability to build rapport with patients
Nice To Haves
- Bachelor’s degree preferred.
- Customer-centric Focus
- Dynamic personality
Responsibilities
- Support inbound calls from a dedicated client queue.
- Assist in the identification of customer health education needs through health assessment activities.
- Use and apply Preventive Guidelines as well as general health and wellness strategies to set goals to improve overall health of customers.
- Educate and refer customers to available health resources and Cigna Medical Management programs as appropriate.
- Provide 1:1 in-the-moment coaching to customers around behavior change opportunities to improve health status, reduce health risks, and improve quality of life.
- Assess readiness to change, work with customers to establish health improvement plans, and assist customers in setting personalized health goals.
- Empower customers with skills to provide enhanced interaction with their health care providers.
- Document interactions and interventions as directed in appropriate systems.
- Provide approved health and wellness education and send supporting materials.
- Persuasively explain program benefits.
- Communicate effectively to engage customers in health coaching programs.
- Complete eligibility verification with customers and provide service/process explanation.
- Identify incentive requirements if applicable and communicate options to customer.
- Ensure exceptional customer service.
- Use telephone, internet, mail, and internal Cigna resources to achieve optimal service levels for participants/providers.
- Work in a team environment under guidance of leads and supervisors.
- Monitor and respond to incoming messages via phone and e mail with adherence to program timeframes and client deliverables.
- Identify and solve issues and concerns with customers and providers.
- Escalate issues and concerns as appropriate to leads and supervisors.
Benefits
- Medical
- Vision
- Dental
- Well-being and behavioral health programs
- 401(k)
- Company paid life insurance
- Tuition reimbursement
- A minimum of 18 days of paid time off per year
- Paid holidays
- Leaves of absence
- Annual bonus plan
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
