Major responsibilities and desired results:
Actively engage with customers in a positive, professional and empathic manner
Be professional and communicate effectively with internal and external matrix partners; receives consistent positive feedback
Deliver our digital innovation but with a human touch; Tech savvy as demonstrated by ability to talk and type, toggle between multiple systems and tools, adhere to manual tracking and documentation requirements and attend to multiple sources of input while working with a customer
Provides 1:1 telephonic coaching to members around their behavior change to improve health status, reduce health risks and improve quality of life.
Assesses readiness to change and implements actions to assist customers in moving through stages of change to reach their personalized goals.
Empowers customers to formulate communication plan for provider interactions.
Provide decision support where multiple treatment options are available
Utilizes health prevention guidelines and general health and wellness strategies to helps customers improve health related outcomes.
Work with members on opportunities to close gaps in their overall health status
Documents interactions and interventions per program requirements. Educates and refers customer on available health resources and Cigna Medical Management and Cigna Behavioral Health programs as appropriate
Drive efficiency and outcomes (including but not limited to engagement, retention, avoided readmissions, goal progress/achievement) through pre post process including queue management, call and assessment process
Consults with and assists team members including health educators, pharmacist, behavioral clinicians and medical directors as appropriate.
Provides suggestions for improvements and enhancements to wellness coaching programs based on data and experience
Perform other related duties incidental to the work described herein.
Active unrestricted Registered Nurse (RN) license in state or territory of residence of the United States. Health Educator or Behavioral Case Manager (LPC or LSW)
Eligibility to obtain additional state licensure based on business need as required by Cigna.
RN with current licensure, Bachelor's degree preferred or Health Educator or BCM
A minimum of three (3) years of clinical experience
Diverse Clinical experience preferred
Experience in the use of applied behavior change theories such as cognitive behavior therapy and motivational interviewing.
Demonstrated success in working effectively with individuals with chronic conditions.
Working knowledge of evidence based medicine standards
Superb interpersonal communication; sense customer and family healthcare needs, actively listen, use engaging tone, provide proactive information, limit interruptions and rushing conversations, demonstrate concern, show understanding by paraphrasing, ability to comfortably probe for and anticipate future needs to proactively guide customer to appropriate next best actions, show value by providing positive and directive representation of One Guide program, treat others like friends or family
Change agile; ability to learn and adjust to changes in policies and procedures quickly
High level of organizational skill; understand leverage available resources, maintain composure in face of unknown, ability to manage multiple tasks, setting priorities where needed
Ability to problem solve, owns issues and demonstrates independent timely decision making with ability to function without constant supervision, offers fact based issue resolution, deescalates customer and takes initiative to maintain ownership of the issue
A demonstrated ability to type effectively; with strong PC skills/word processing experience and ability to learn new computer software systems
Demonstrated ability to set and follow through on identified priorities.
Excellent written and oral communication skills are essential.
Passion for holistic health improvement.