Cigna Healthcare is hiring a Customer Service Representative to join our remote MD Live Provider Command Center (PCC) team. In this role, you will report to a Call Center Team Lead and serve as a critical support hub for providers and patients. You will be responsible for managing appointment scheduling, monitoring service level agreements, handling customer escalations, and ensuring efficient operation of our telehealth services.
What You'll Do
- Schedule or reschedule appointments for phone or video consultations.
- Assist with scheduling behavioral health appointments and outreach to providers for availability.
- Facilitate language-specific video or phone consultations for non-English speaking patients.
- Send escalated alert notifications for low provider coverage to medical providers via text.
- Monitor the PCC exception queue and on-call waiting room to ensure all patients receive a consultation within 60 minutes to meet service level agreements.
- Respond to customer service emails—including general inquiries, contact requests, appointment requests, refunds, and billing—within 30 minutes or less.
- Provide occasional support for the Inbound Call Center as needed.
- Answer the dedicated provider line and assist providers with inquiries.
- Report any system impacts to production support and open Jira tickets.
What We're Looking For
- High School Diploma or GED is required.
- Strong attention to detail.
- Capability to respond and act effectively in a fast-paced setting.
- Ability to multi-task and handle changing priorities.
- Excellent verbal and written communication skills.
- Demonstrated resolution and recovery expertise.
- Resilience in adapting to ongoing business updates, training, and job responsibilities.
- Experience with Microsoft Word and Excel.
Technical Stack
- Microsoft Word
- Microsoft Excel
Team & Environment
You will report directly to a Call Center Team Lead as part of the Provider Command Center.
Work Mode
This is a fully remote position.
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.
