Patient Outreach Coordinator - Evernorth - Remote

Express Scripts

295d • Hybrid

About The Position

The Cigna Group is a global Health Service company dedicated to helping people improve their health and vitality. We seek dedicated, compassionate, and empathetic Patient Outreach Coordinator to join our team who are genuinely interested in helping people at some critical points of their lives. The Call Center Patient Outreach Coordinator represents the company, and our people make all the difference in our success.

Requirements

• High School diploma or equivalent
• 1 year of customer service experience is required
• Must have a minimum internet speed of 10 Mbps download and 5mbps upload (no satellite internet is allowed)
• Ability to stay self-motivated in a work at home environment
• A dedicated workspace with no distractions is required
• Intermediate proficiency in Microsoft Outlook
• Strong organization skills, written, and verbal communication skills
• Ability to remain calm and helpful even when dealing with difficult situations
• Foster teamwork and partnership with cross-functional departments to resolve issues and improve customer experience

Responsibilities

• Handle high volume of inbound and outbound calls while meeting established key performance indicators such as average handle time, call quality, and calls per hour
• Achieve daily, weekly and monthly performance targets related to call volume, response time, and customer satisfaction
• Participate in regular coaching sessions and quality assurance reviews to continuously improve performance
• Contribute to team goals by meeting or exceeding Net Promoter Score from post call surveys
• Ability to navigate multiple applications to pre-call plan, and support members while having an active conversation, and ability to document all interactions in internal system applications
• Attend 100% of trainings and the first 90 days of employment
• Provide friendly and professional service to members
• Follow HIPAA regulations to ensure the confidentiality of patient information
• Escalate complex issues to a pharmacist for support
• Enjoy a work-from-home lifestyle where you can virtually connect with coworkers and customers
• Other duties as assigned

Benefits

• Fun, friendly, and unique culture - Bring your whole self to work every day!
• Choice of three unique medical plans
• Prescription Drug, Dental, Vision and Life Insurance
• Employee Contributions for HRA and HSA accounts
• 401K with Company Match
• Paid Time Off and Paid Holidays
• Tuition Assistance

What This Job Offers

• Industry: Ambulatory Health Care Services
• Education Level: High school or GED