Mental/ Behavior health Customer Service

Published

Title: Mental/ Behavior health Customer Service

Duration: 6Months - Contract

  • Location: Remote, with preference for candidates in CST or PST to support the required schedule.

Schedule:

  • Start Date: 11/04/2024
  • End Date: 04/04/2025 (Peak period role)
  • Training Schedule: Monday to Friday, 8:30 AM - 5:00 PM CST.
  • Ongoing Schedule: Monday to Friday, 10:30 AM - 7:00 PM CST.

Pay rate: $21/hr on W2

Job Description:

Position Overview: The Cigna Group is seeking an Intake Care Senior Representative for the EBH Personal Advocates department during a peak period. This is a 100% remote position, ideal for candidates located in CST or PST to accommodate the schedule. The role involves providing high-quality customer service to inbound callers, many of whom are navigating sensitive behavioral health concerns. Candidates must demonstrate empathy, strong technology skills, and the ability to multi-task across various systems.

Key Responsibilities:

  • Serve as the first point of contact for customers, offering a positive and empathetic experience.
  • Educate customers on their behavioral health benefits, eligibility, and non-clinical resources.
  • Conduct intake assessments to determine presenting concerns, including potential risks for harm or substance abuse.
  • Register participants in the intake system and open case files.
  • Provide participants with nearby provider details, including names and contact information.
  • Navigate through multiple computer systems during calls to ensure smooth and efficient interactions.
  • Write authorizations and send eligibility requests to ensure claims are processed accurately.
  • Manage complaints by initiating grievance processes when necessary.
  • Provide first-call resolution by utilizing independent problem-solving skills to address customer needs.
  • Follow-up with participants as needed to ensure accurate information is conveyed.
  • Maintain quality standards as defined by the Advocacy department.

Skills and Qualifications:

  • Bachelor's degree in a related field such as psychology, social work, family communications, health coaching, or public health (this is a non-clinical role and does not require a license).
  • Previous customer service experience in a related field is required, with prior call center experience preferred.
  • Superb interpersonal communication and active listening skills.
  • Strong organizational skills and ability to manage multiple tasks and priorities.
  • Capable of independent problem-solving with minimal supervision.
  • Proficient computer skills with the ability to learn new software systems quickly.
  • Ability to work both independently and as part of a team.
  • Comfortable working in a fast-paced environment, multi-tasking across numerous screens while engaging with customers.

Non-Negotiable Skills:

  1. Empathy for customers dealing with sensitive health concerns.
  2. Strong technology skills, including navigating multiple systems.
  3. Ability to multi-task and stay focused during customer interactions.