Job Summary:

Cigna, a global health service company, is seeking a highly motivated and customer-focused Call Center Associate to join our healthcare team. As a key member of our customer service operations, you will be responsible for providing exceptional service to our clients and policyholders. You will handle a variety of inbound and outbound calls, assisting members with their healthcare needs, benefits inquiries, and resolving service issues in a professional and efficient manner. This is a fantastic opportunity to be part of a mission-driven organization that is dedicated to improving the health, well-being, and peace of mind of those we serve.

Key Responsibilities:

• Handle high-volume inbound and outbound calls from customers regarding healthcare benefits, claims, billing, and provider information.
• Act as the first point of contact, providing accurate information and resolving issues with empathy and efficiency.
• Collaborate with internal departments to ensure seamless resolution of complex inquiries.
• Document all interactions and transactions in the customer relationship management (CRM) system in a timely and accurate manner.
• Meet or exceed established performance metrics including customer satisfaction, call quality, and productivity targets.
• Educate members about their health plan benefits and assist them in navigating available services and resources.
• Follow company protocols, compliance guidelines, and privacy regulations to protect customer information.
• Identify opportunities to improve processes and enhance the customer experience.

Required Skills and Qualifications:

• High school diploma or GED equivalent; Associates or Bachelors degree is a plus.
• Strong verbal and written communication skills with a customer-first attitude.
• Proficiency in using computer systems, multi-line phone systems, and CRM tools.
• Ability to remain calm and professional under pressure while handling sensitive or complex customer concerns.
• Excellent active listening, problem-solving, and conflict resolution abilities.
• Must be adaptable and open to receiving and applying constructive feedback.

Experience:

• 1-2 years of experience in a customer service or call center environment, preferably in the healthcare or insurance industry.
• Prior experience working with healthcare benefit plans, medical billing, or claims processing is highly desirable.
• Experience working in a metrics-driven environment is a plus.

Working Hours:

• Full-time position with flexible scheduling options.
• Rotating shifts may be required, including evenings, weekends, and holidays to support 24/7 operations.
• Overtime opportunities may be available during peak periods.

Knowledge, Skills, and Abilities:

• In-depth understanding of healthcare plans, insurance terminology, and customer service best practices.
• Strong organizational and time-management skills with the ability to multitask in a fast-paced environment.
• High attention to detail and accuracy when documenting customer interactions.
• Ability to work both independently and collaboratively within a team setting.
• Knowledge of HIPAA and data privacy regulations is preferred.
• Bilingual (English/Spanish) candidates are encouraged to apply.

Benefits:

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off (PTO) and paid holidays.
• Tuition reimbursement and continuous learning programs.
• Employee wellness programs, discounts, and volunteer opportunities.
• Career development and advancement opportunities within Cignas global network.

Why Join Cigna:

At Cigna, we are committed to helping our customers lead healthier and more secure lives. You will be part of a diverse, inclusive, and collaborative culture where your contributions make a real impact. Join a company that values integrity, empathy, and innovation while offering the tools and resources to help you grow personally and professionally.

How to Apply:

Ready to make a difference? Apply today by visiting Cigna Careers and search for the Healthcare Call Center Associate position. Submit your updated resume and complete the online application to start your journey with us.