The Cigna Group is hiring a Provider Command Center Representative - Customer Service Representative to serve as a critical gatekeeper for our patient and provider scheduling systems. In this remote role, you’ll function as a subject matter expert across call center operations, clinical workflows, and established policies to ensure timely, high-quality service.
What You'll Do
- Schedule and reschedule phone or video consultations.
- Support appointment scheduling, including outreach to providers for availability.
- Coordinate language-specific phone or video consultations for non-English-speaking patients.
- Send escalated alert notifications to medical providers via text when provider coverage is low.
- Monitor the exception queue and on-call waiting room to ensure patients are seen within 60 minutes, meeting service level agreements.
- Respond to customer service emails—including general inquiries, appointment requests, and billing questions—within 30 minutes or less.
- Provide occasional support to the Inbound Call Center as needed.
- Answer the dedicated provider support line and assist providers with inquiries.
- Report system issues related to CSAdmin, the patient portal, or the provider portal to production support and submit Jira tickets.
What We're Looking For
- A High School Diploma or GED.
- Legacy MDLIVE Call Center customer service experience.
- Experience with Health Service Specialist (HSS) training.
- Experience with the CSAdmin system.
- Exceptional attention to detail.
- Ability to work effectively in a fast-paced environment and manage shifting priorities.
- Excellent verbal and written communication skills.
- Strong resolution, recovery, and multi-tasking capabilities.
- Resilience in adapting to ongoing business updates and evolving responsibilities.
- Proficiency with Microsoft Word and Excel.
- Availability for the work schedule: Monday, Tuesday, Friday, Saturday & Sunday 12:30pm – 9:00pm EST. Wednesday and Thursday are days off.
Technical Stack
- CSAdmin system
- Jira
- Microsoft Word
- Microsoft Excel
Team & Environment
You will report directly to the Call Center Team Lead within a structured operations team.
Benefits & Compensation
- Hourly compensation of $17.75 - $19.00 USD.
- Medical, vision, dental, and well-being and behavioral health programs.
- 401(k) plan.
- Company-paid life insurance.
- Tuition reimbursement.
- A minimum of 18 days of paid time off per year plus paid holidays.
- Eligibility to participate in an annual bonus plan.
Work Mode
This is a fully remote position.
The Cigna Group is dedicated to improving the health and vitality of those we serve. 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.
