The Cigna Group is hiring a Behavioral Health Advocate (Dedicated Team) to join Evernorth Behavioral Health. This is a non-clinical, customer service role within an inbound call center. You will provide empathetic support to members and providers, guiding them to work effectively with Cigna/Evernorth on mental health and substance use disorder services.
What You'll Do
- Answer inbound calls from members and providers in a structured call center environment.
- Triage and assess the need for clinical intervention.
- Handle inquiries about provider referrals, access to care, eligibility, and benefits.
- Use independent problem-solving skills to assess caller needs and provide accurate information for first call resolution.
- Take an educational approach to help callers understand the complexities of accessing care.
- Understand and connect with various internal departments and external vendors.
- Write authorizations to ensure claims are paid correctly.
- Send eligibility requests to verify coverage dates and benefits.
- Send complaints to initiate the grievance process.
- Provide follow-up on issues by making outbound calls when necessary.
- Work with account-specific VIPs to ensure appropriate support.
- Complete scheduling at onsite clinics for participants.
- Provide customers with a clear understanding of how their claims have processed.
- Provide start-to-finish case ownership with claims, including supporting complex case resolution, working with claims examiners, and reprocessing claims.
What We're Looking For
- A Master’s degree in the mental health field, psychology, social work-related field, family communications, health coaching, community/public health, or other related major OR a Master’s degree with 2 years of experience in behavioral health.
- Previous customer service experience or a related position.
- Superb interpersonal communication.
- Effective listening and organizational skills.
- Ability to manage multiple tasks and set priorities.
- Ability to independently problem solve and function without constant supervision.
- Demonstrated ability to type effectively with strong PC skills/word processing experience.
- Ability to learn new computer software systems and workflows quickly.
- Ability to work independently and be a team player.
- Internet connection obtained through cable broadband or fiber optic with speeds of at least 10Mbps download/5Mbps upload.
Nice to Have
- Previous call center environment experience.
Benefits & Compensation
- Compensation: $24 - $36 USD hourly.
- Comprehensive health-related benefits including medical, vision, dental, and well-being and behavioral health programs.
- 401(k) with company match.
- Company paid life insurance.
- Tuition reimbursement.
- Minimum of 18 days of paid time off per year and paid holidays.
- Eligibility to participate in an annual bonus plan.
Work Mode
This is a fully remote position.
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth, 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.
