Job Summary

At Cigna, we are dedicated to improving the health, well-being, and peace of mind of those we serve. As a Virtual Customer Care Coordinator, you will be the first point of contact for our valued customers. This role is crucial in delivering a positive customer experience by providing empathetic, accurate, and timely assistance related to Cignas health insurance plans. You will work remotely and play a key role in supporting our members with benefit inquiries, claims resolution, and navigating our healthcare resources.

Key Responsibilities

• Handle inbound calls, emails, and chat interactions from Cigna members, resolving a variety of inquiries related to healthcare plans, benefits, billing, and claims.
• Provide accurate information in a professional and compassionate manner while adhering to Cignas customer service standards.
• Assist members in navigating Cignas online tools, resources, and self-service platforms.
• Coordinate and follow up with internal departments to ensure member issues are resolved promptly and effectively.
• Document all interactions and transactions according to regulatory and company policies.
• Collaborate with team members, supervisors, and other departments to continuously improve customer satisfaction and operational efficiency.
• Adhere to all compliance, privacy, and confidentiality standards within the healthcare industry.

Required Skills and Qualifications

• High school diploma or equivalent; additional education is a plus.
• Minimum of 1-2 years of customer service experience, preferably within healthcare, insurance, or a related field.
• Strong communication skills, both written and verbal, with an ability to explain complex information clearly and empathetically.
• Tech-savvy and comfortable working with CRM systems, Microsoft Office Suite, and other digital tools.
• Exceptional problem-solving and organizational skills with keen attention to detail.
• Ability to handle confidential information with discretion and professionalism.
• Bilingual skills (Spanish/English) are a strong advantage.

Experience

• Previous experience in customer service, healthcare support, or call center operations.
• Familiarity with health insurance terminology and regulations (e.g., HIPAA) preferred.
• Experience working in a fast-paced, performance-driven remote environment.

Working Hours

• Full-time, 40 hours per week.
• Flexible scheduling required, including availability for shifts during evenings, weekends, and holidays to meet business needs.
• This role operates within Cignas virtual contact center model.

Knowledge, Skills, and Abilities

• Deep understanding of healthcare and insurance-related products and services.
• Empathetic listener with the ability to de-escalate challenging situations.
• Ability to multitask while maintaining accuracy in a high-volume environment.
• Self-motivated and capable of working independently with minimal supervision.
• Adaptable to changes in processes, products, and policies.

Benefits

• Competitive salary and annual performance bonuses.
• Comprehensive health, dental, and vision insurance.
• 401(k) with company match.
• Paid time off (vacation, holidays, personal days).
• Wellness programs and resources.
• Tuition reimbursement and professional development opportunities.
• Employee assistance program (EAP).
• Work-from-home flexibility with all necessary equipment provided.

Why Join Cigna

At Cigna, you will be part of a purpose-driven organization committed to making healthcare more affordable and accessible. We foster an inclusive and supportive environment where your career can thrive. As a global leader in health services, we encourage innovation and professional growth, empowering our employees to make a meaningful impact every day. Join a team that values your well-being and is dedicated to helping you succeed.

How to Apply

Ready to make a difference? Please submit your application through the Cigna careers portal by uploading your updated resume and completing the online application form. Qualified candidates will be contacted for the next steps in the hiring process.