Consumer Health Engagement Personal Advocate - Pittsburgh, PA

Cigna Pittsburgh , PA 15201

Posted 1 week ago

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Work Schedule: Mon-Fri 12:30pm-9:00pm EST with a Saturday shift rotation (about 1 per month) - QUALIFIES FOR 12% SHIFT DIFFERENTIAL!

Cigna's Your Health First Team combines lifestyle management programs, case management, disease management, and health coaching programs under one roof with a single point of contact for individuals. People participating in these programs need make only one call to one phone number to connect with a personal health advocate who will guide them to whatever type of help they need, from advice on nutrition or help with managing stress, to resources for coping with all of the aspects of a major illness.

ROLE SUMMARY

The Personal Advocate performs duties, which include: engagement of the member for Medical issues, responsible for representing Cigna on all inbound calls, education of members in regards to available programs and services, provides suitable educational materials and refers to appropriate providers based on the callers needs.

A day in the life of a Personal Advocate may include:

  • Engagement and Education with all members.

  • Ability to listen and stay focused on the member while using various systems to verify and document data.

  • Ability to be flexible and adapt to changing workflows, in a fast paced environment.

  • Educate participants with respect to presenting issues and the parameters of services.

  • Responsible for meeting phone metrics and Quality Indicators, 90% or greater each month.

  • Assists and supports in the handling of crisis calls based on scripted assessments in conjunction with direction from Clinical Partners.

  • Initiates Complaint process.

  • Demonstrates awareness and understanding of the responsibilities and workflows of the various departments within the site.

  • Assigns cases to the appropriate staff member based on specific guidelines

  • Participates and actively contributes in staff meetings and in-service seminars.

  • Completes additional tasks and projects as assigned.

  • Is responsible for role modeling CHE cultural beliefs

  • Customer strong

  • Me to We

  • Own it

  • Be Bold

  • Listen to Advocate

  • Think it through

Qualifications:

  • High school diploma or equivalent required.

  • Bachelor's Degree strongly preferred.

  • Previous experience in a healthcare field preferred.

  • Customer service and/or call center experience preferred.

  • Must be available to work Mon-Fri 12:30pm-9:00pm EST with a Saturday shift rotation (about 1 per month).

  • Training is 6 weeks long and will have a day shift schedule.

  • No vacation time is allowed during training.

Qualified applicants will be considered for employment without regard to age, race, color, religion, national origin, sex, sexual orientation, gender identity, disability, veteran status.

If you require an accommodation based on your physical or mental disability please email: SeeYourself@cigna.com. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.


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Consumer Health Engagement Personal Advocate - Pittsburgh, PA

Cigna