Cigna Hiring for Behavioral Health Personal Advocate – Chat – Evernorth (BA requirement) at Hartford, CT Full Time

***This role is WAH/Flex which allows most work to be performed at home. Employees must be fully vaccinated if they choose to come onsite.***

Department Overview (including Hours for role)

Work Schedule: Mon- Fri 8am to 4:30pm CST,

The Personal Advocate position is responsible for representing Evernorth Behavioral Health (EBH) to all inbound chats within a call/contact center environment and assuring caller’s contact with EBH is positive. Advocates are many times the first encounter customers have with Evernorth and thus are responsible for giving a positive first impression. The Advocacy tasks of this position are varied and often complex in nature requiring flexibility and multi-tasking capabilities. Responsibilities may include but are not limited to: educating customers on benefits, eligibility, referrals, non-clinical resources and assessing for potential risk of harm or substance abuse concerns.

This position services chat in a warm and empathetic manner as many of the interactions are sensitive in nature. Independent problem solving skills are critical to success within the role along with intelligent judgment of assessing the caller’s needs. Based upon the Chat type and requests, Advocates should be able to use customer service skills, knowledge of the mental health/substance abuse field, and Evernorth training to effectively address customers’ needs in an educational manner. This position is an entry level role with opportunity for growth within the company. Incumbents will utilize telephonic and text based communication the majority of the time with some web, and internal EBH materials to achieve first time resolution for callers.

Candidate Responsibilities:
The primary responsibility of the Advocate role is answering chats from customers. The majority of the day will be answering inbound chats from customers looking to access, understand, or utilize services.

Competencies Important for Position:
Providing high quality customer service as identified by Advocacy department quality standards

Using independent problem solving skills to make sound decisions in assessing the needs of the customers by giving accurate information and providing first call resolution

Understanding the business needs of the role, while balancing the needs of the customer

Taking an educational approach to ensure customers are able to understand the complexities of accessing care

Demonstrating a complete awareness and understanding of the responsibilities and workflows of the various departments within Cigna and Evernorth

Technology savviness

Key Experience/Education needed for position:
Bachelor’s degree in mental health field or psychology/social work related field (can also include: family communications, health coaching, community/public health or other related major). NOTE: This is a non-clinical role and does not require a license

Previous customer service experience or related position

Superb interpersonal communication

Effective listening and organizational skills

Ability to manage multiple tasks, setting priorities where needed

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.

For this position, we anticipate offering an hourly rate of 17 – 26 USD / hourly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna .

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you’ll enjoy meaningful career experiences that enrich people’s lives. What difference will you make?

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: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.

Cigna 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.