Job Summary

At Cigna, a global health service company dedicated to improving the health, well-being, and peace of mind of those we serve, we are seeking a highly motivated Senior Customer Service Advocate to join our dynamic remote team. In this role, you will be the first point of contact for our valued customers, providing expert guidance, support, and resolutions to complex inquiries related to healthcare plans, benefits, and services. You will work in a fast-paced environment, helping us deliver a world-class customer experience while demonstrating empathy and problem-solving skills.

Key Responsibilities

• Serve as a senior-level advocate, resolving escalated and complex customer inquiries with professionalism and accuracy.
• Support members by providing detailed information on healthcare plans, claims, benefits, and eligibility.
• Research and resolve customer complaints, service issues, and discrepancies while adhering to regulatory and company policies.
• Collaborate with internal departments and partners to ensure timely resolution of customer concerns.
• Proactively identify recurring issues and trends, providing feedback to leadership to enhance processes.
• Mentor and support junior customer service advocates as a subject matter expert.
• Handle a high volume of customer interactions via phone, email, and online platforms with excellent time management.
• Maintain accurate documentation of customer interactions in the system according to Cignas compliance and privacy standards.

Required Skills and Qualifications

• Excellent communication and interpersonal skills with a strong focus on customer service.
• Proficient in problem-solving and analytical thinking to resolve complex issues effectively.
• Strong organizational skills with the ability to multitask in a fast-paced environment.
• High level of empathy and patience to handle sensitive customer situations.
• Proficiency in using customer service software, CRM systems, and Microsoft Office Suite.

Experience

• Minimum of 3-5 years of experience in a customer service role, preferably in the healthcare or insurance industry.
• Prior experience handling escalations or acting in a senior advocate or supervisory capacity is highly desirable.
• Familiarity with healthcare insurance products, medical terminology, and claim processing is preferred.

Working Hours

• Full-time position with standard business hours, Monday through Friday.
• Flexibility required to accommodate occasional extended hours or weekend shifts during peak periods or special projects.

Knowledge, Skills, and Abilities

• In-depth knowledge of healthcare insurance, claims processing, and industry regulations (HIPAA, CMS).
• Strong decision-making abilities and attention to detail.
• Ability to work independently in a remote setting while remaining engaged and collaborative with the team.
• Excellent listening and conflict-resolution skills.
• Ability to adapt to evolving business needs and new technologies.

Benefits

• Competitive salary with performance-based incentives.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) with company match.
• Generous paid time off, including vacation, personal days, and holidays.
• Employee wellness programs, including mental health and telehealth services.
• Tuition reimbursement and professional development opportunities.
• Employee discounts on a variety of services and products.
• Home office equipment stipend for remote work setup.

Why Join Cigna

At Cigna, we are committed to making a difference in peoples lives and fostering a culture of inclusion, collaboration, and growth. By joining our team, you will have the opportunity to work with an industry leader that empowers employees to bring their whole selves to work. We invest in your professional development and well-being, while giving you the tools to positively impact millions of lives globally.

How to Apply

If you are passionate about delivering exceptional service and want to be part of a mission-driven organization, we encourage you to apply today! Please submit your resume and a tailored cover letter via the Cigna Careers page or through the job listing platform where you found this posting.