Customer Service Representative - MD Live

Position Summary

The PCC (Provider Command Center) team member will report to a Call Center Team Lead, serving as the gatekeeper of the Patient Waiting Room, Exception Queue, Customer Service Escalations via email, and occasional Inbound Call Center support. The PCC team member is a subject matter expert with call center, clinical, provider, and policy and procedures.  They act as a support team to providers as well as outbound patient outreach to assist with any scheduling/rescheduling needs.

Responsibilities

• Schedule or reschedule appointments for phone or video consultations

• Assist with scheduling behavioral health appointments, outreach to providers for availability

• Assist with language specific consultations video or phone consultations for non-English speaking patients

• Send escalated alert notification of low provider coverage for state specific patient phone or video consultations to medical providers via text

• Monitor PCC exception queue and on-call waiting room to ensure all patients receive consultation within 60 minutes to meet MDLIVE SLAs

• Respond to customer service emails: general inquiries, contact request, appointment request, refund request, billing inquiries, etc. within 30 minutes or less

• Support Inbound Call Center occasionally, as needed

• Answer the dedicated provider line & assist providers

• Report any system impacts to CSAdmin, patient portal, or provider portal to production support and open Jira tickets

Qualifications

• High School Diploma or GED required

• Attention to detail

• Capability to respond and act in a fast-paced setting

• Ability to multi-task and handle changing priorities

• Strong verbal and written communication skills

• Resolution and recovery expertise

• Resilient with ongoing business updates, training, and job responsibilities

• Microsoft experience: Word and Excel

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

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.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.