[Hiring] Customer Service Associate Representative @The Cigna Group

Role Description

The Customer Service Associate Representative provides support to participants, clients, and providers by answering inquiries related to group health benefits and claims payments. The role also includes researching claims, documenting interactions, and assisting team members as needed.

Essential Job Functions

• Answer telephone calls from plan participants, group contacts, and providers regarding benefits and claims.
• Provide clear, accurate, and timely responses to information requests.
• Document all calls in Chronolog by summarizing key points of each conversation.
• Return messages from designated voicemail boxes.
• Read, interpret, and apply plan documents, new amendments, and updates for multiple clients.
• Meet with clients as needed to assist with questions about their health benefit plans.
• Support team members and cross‑functional partners as requested.
• Log faxed claims and enter fax information into Chronolog.
• Return misdirected claims to the appropriate provider.
• Assist members with navigating the website.
• Meet or exceed company standards for quality and production.
• Maintain punctual and reliable attendance.
• Support claim information research and identification.
• Assist with provider record maintenance tasks.
• Index claims and correspondence batches.
• Complete responsibilities assigned for specific client groups.
• Aid in employee training and cross‑training.
• Research and prepare refund documentation.

Quality Assurance Measurements

• Consistently meet or exceed company standards for production, quality, and audit performance.

Qualifications

• High school diploma or GED required.
• Basic computer and customer service experience.
• Excellent verbal and written communication skills.
• Proficiency with PC tools including Windows, Word, and Adobe Acrobat; ability to learn new software.
• Minimum typing speed of 45 wpm.
• Strong listening skills and attention to detail.
• Basic mathematical competency.
• High interpersonal skills and the ability to work collaboratively.
• Ability to organize and recall large amounts of detailed information.
• Capability to read, analyze, and interpret benefit plans, insurance documents, and regulations.
• Professional attitude with the ability to project a positive image in all work environments.
• Commitment to privacy and confidentiality standards.
• Flexibility to work under pressure and meet deadlines.
• Strong problem‑solving abilities with professionalism and patience.

Benefits

• Hourly rate of 17.75 - 19 USD / hourly, depending on relevant factors, including experience and geographic location.
• Eligibility to participate in an annual bonus plan.
• Comprehensive range of benefits, including medical, vision, dental, and well-being and behavioral health programs.
• 401(k) plan.
• Company paid life insurance.
• Tuition reimbursement.
• A minimum of 18 days of paid time off per year and paid holidays.