Escalation and Real Time Support Specialist - Remote (Finance)

Escalation and Real Time Support Role

The Escalation and Real-Time Assistance Specialist supports advocates by answering real-time questions, researching issues, and managing escalations. They communicate across leadership levels, resolve complex service issues, and translate interactions into knowledge improvements. They also identify process improvements and support the Satisfaction Team.

KEY RESPONSIBILITIES

Complex Issue Management

• Real Time Support
  • Provide immediate support to advocates and leaders by fielding real-time questions through a support model, ensuring efficient and effective issue resolution
  • Research and drive engagement and discovery to assist advocates in addressing customer inquiries promptly
  • Guide advocates and leaders on effectively utilizing their resources, fostering self-sufficiency, and minimizing the need for future support inquiries.
• Escalations and Complex Service Issues
  • Manage and resolve escalated issues with a sense of urgency, utilizing internal resources and external partners to prevent further escalation and repeat calls.
  • Assist frontline call advocates with the resolution of escalated calls, offering guidance and education to prevent future escalations.
  • Handle complex service issues by coordinating with multiple departments and external third parties to ensure timely and satisfactory resolutions for customers.

Knowledge and Process Improvement

• Translate daily advocate interactions into knowledge articles, ensuring they reflect current processes and best practices
• Track and identify error trends from advocate interactions, notifying management to address gaps and improve service quality
• Continuously update and refine knowledge resources to ensure accuracy and relevance, enhancing advocates' ability to resolve customer issues efficiently

Cross-Functional Team Support

• Proactively communicates with customers, employers, healthcare professionals and internal business partners to resolve issues
• Support the Satisfaction Team and contribute to continuous customer service enhancements and peer coaching

Skills & Qualifications

• Customer Service:Excellent customer service skills including the ability to manage escalated matters a must (includes listening, empathy, professionalism, courtesy, courage, etc.)
• Customer Service Orientation: Commitment to providing excellent service to internal and external stakeholders.
• Effective Communication: Strong negotiation and interpersonal skills
  • Ability to communicate clearly and effectively via verbal and written channels (calls, letters, emails, other) and across various levels of the organization and departments
  • Ability to remain professional, empathetic and customer focused under extremely stressful situations
• Problem-Solving:Strong analytical and problem-solving skills to research and resolve complex service issues
• Collaboration: Ability to work collaboratively with internal and external partners exhibiting a sense of urgency
• Time Management:Excellent time management skills to handle real-time support and manage escalations efficiently
• Coaching and Training:Ability to guide and educate advocates, removing barriers, providing education, promoting self-sufficiency
• Knowledge Management:Ability to translate interactions into knowledge articles and continuously update knowledge resources
• Adaptability:Flexibility to navigate a matrix environment and work with multiple departments and external partners
• Urgency and Prioritization:Sense of urgency in resolving issues, managing multiple tasks, and prioritizing tasks to prevent further escalations.
• High School Diploma or GED required. Bachelor's Degree or advanced degree preferred
• 3+ years of experience in one or all the following backgrounds highly recommended:
  • US Employer Medical Contact Center Operations in one following Lines of Business:
    • Medical, OneRx, Dental, IFP. MDLive, CGHB, Digital/Chat, iCSA, SHS

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.

For this position, we anticipate offering an hourly rate of 21 - 32 USD / hourly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That's why 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) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group .

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we're dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.