Cigna Customer Service Advocate - Scranton, PA - 6/4/2018 Start - Internet/Call in Scranton, Pennsylvania


Customer Service Advocate

•Do you enjoy helping people? Do you thrive in a fast paced, customer focused environment? Then start your rewarding career as a part of our growing Customer Advocate team! Cigna is one of the largest and fastest growing global health insurers in the world.

•As a Customer Service Advocate, you will work with and assist our customers and members to improve their health, well-being and sense of security.

•At Cigna we invest in you. As a Customer Service Advocate you are offered extensive, paid hands-on training and a guided post-training environment of support to ensure your success. Cigna encourages career development and offers continuing educational resources internally and externally to help you drive your own career advancement.

Role Summary

•In this pivotal role, our Customer Service Advocates partner with Customers to resolve inquiries and ensure the Customer has a complete understanding of their benefits, eligibility, and network. This role is focused on ensuring that our Customers have a complete understand of how to maximize their plan and making it easy for our Customers to do business with Cigna. Our primary focus is on taking the burden away from the Customer and not giving our Customers homework.

•Creative problem solving, critical thinking and empathy skills are essential. Making a connection with the Customer, listening skills, a sense of urgency, and drive for resolving issues are critical for success in the role, along with the innate ability to be compassionate and empathetic as appropriate when handling complex customer needs. There is a strong focus on understanding the Customer’s true needs and helping to think ahead to eliminate surprises.

Customer Service Advocates guide customers, health care professionals and clients through:

•Educating on their overall health insurance plans including eligibility and benefit information to help our customer maximize their benefits

•Understanding their out of pocket costs related to medical or dental office visits, prescription medications, inpatient and outpatient procedures, diagnostic imaging for treatment of injuries, medical equipment and preventive care to eliminate medical expense surprises and lower the costs for our customer

•Determination of payments and claims related to medical and dental procedures, office and hospital visits by thoroughly explaining how customer benefits are applied to associated costs.

•Educating on disease management and healthy living programs by personalizing it to the customer’s medical condition and health improvement goals

Customer Service Advocates are measured on:

•Direct feedback from customer and health care professionals via post call surveys, which include: – The ability of the customer service advocate to educate and resolve their health care needs

–Their satisfaction with the overall experience while they spoke with the advocate

–Taking ownership to reduce the level of effort – Solve their service needs by ensuring you make it easy for them

–Do more than answering their questions, head off the potential for subsequent calls


•Internal quality assessments that measure how accurately and efficiently the customer service advocate responded to the customer

Training will be Mon – Fri 8:00a – 4:30p ET. *– Post Training hours will be conducted by shift bid process – typically, later evening hours including Saturday or Sunday shifts *

You will receive 2 days in a row off during the week  

Does this sound like you?

•Customer Focused– Guide our customer’s experiences by understanding their needs and providing resolution – no homework.

•Problem solver– Exercise judgment and maintain (personal) ownership of the situation in a high-pressure, complex service environment

•Active listener– ability to actively listen to customer, probe for clarification and provide consultative guidance based upon customers individual health need

•Empathetic- Consider the customer’s personality and the context of the call in order to customize a solution and present it effectively

•Effective user of tools– Locate complex information from a number of databases

•Strong organization skill– Able to manage real-time inquiries while keeping track of and responding to commitments to follow-up with customer

•Collaborator– Embrace a culture of collaboration and camaraderie that solves needs together

•Make a Customer Connection– ability to relate to Customers to truly understand their needs, display confidence, and help the Customer think ahead to eliminate surprises.


You are the right person if you have:

•High School Diploma or equivalent required, Associates or Bachelor’s degree preferred

•1 years of customer service experience analyzing and solving customer problems required; call center experience a PLUS

•Intermediate proficiency in Microsoft Office Suite; high level capacity to multitask independently and on a computer

•Knowledge of Medical Terminology a PLUS

•Excellent written and oral communication skills

•Ability to perform in a high volume, fast paced call center environment

•Proven ability to work independently as well as a productive member of a team

•Exceptional organizational and time-management focus

•Customer service ethics, extroverted – comfort w/interacting with strangers, advocates for the customers, persuasive

Training Requirements:

•No time off during training

Primary Location: Scranton-Pennsylvania

Work Locations: 53 Glenmaura National Blvd Scranton 18507

Job: Bus Ops--Customer Service

Schedule: Regular

Shift: Standard

Employee Status: Individual Contributor

Job Type: Full-time

Job Level: Day Job

Travel: No

Job Posting: Mar 13, 2018, 3:25:23 PM

Cigna is an equal opportunity employer, which means we offer equal treatment to all applicants. Cigna does not discriminate, either directly or indirectly, on the grounds of race, color, sex, gender identity, sexual orientation, nationality, national origin, ethnic origin, religion, beliefs or creed, age, disability, marital status, veteran status or genetic information in any area of recruitment. In some countries we ask for information on the ethnic origin, gender and disability of our applicants for the purpose of monitoring equal opportunity. If you have a disability and would like to indicate as part of your application any relevant effects of your disability and any adjustment which you consider should reasonably be made to the process to assist your application, please do so in the relevant field during the application process.