[Hiring] LPN Telephonic Care Coordinator @Cigna Healthcare

Role Description

This role involves supporting the health of those with chronic conditions through a holistic, individualized approach.

• Support inbound calls from a dedicated client queue.
• Assist in the identification of customer health education needs through health assessment activities.
• Use and apply Preventive Guidelines and general health and wellness strategies to set goals for improving overall health.
• Educate and refer customers on available health resources and Cigna Medical Management programs as appropriate.
• Provide 1:1 in-the-moment coaching to customers around behavior change opportunities to improve health status, reduce health risks, and improve quality of life.
• Assess readiness to change, work with customers to establish health improvement plans, and assist in setting personalized health goals.
• Empower customers with skills to enhance interactions with their health care providers.
• Document interactions and interventions as directed in appropriate systems.
• Provide approved health and wellness education and send supporting materials.
• Persuasively explain program benefits.
• Communicate effectively to engage customers in health coaching programs.
• Complete eligibility verification with customers and provide service/process explanation.
• Identify incentive requirements if applicable and communicate options to customers.
• Ensure exceptional customer service.
• Use telephone, internet, mail, and internal Cigna resources to achieve optimal service levels for participants/providers.
• Work in a team environment under guidance of leads and supervisors.
• Monitor and respond to incoming messages via phone and email with adherence to program timeframes and client deliverables.
• Identify and solve issues and concerns with customers and providers.
• Escalate issues and concerns as appropriate to leads and supervisors.

Qualifications

• Graduate of approved LPN/LVN program
• Active and unrestricted LPN license in respective state
• Ability to obtain multi-state LPN license if requested
• At least 3 or more years LPN experience in a hospital or provider's office
• Bachelor’s degree preferred
• Customer Service or experience in a telephonic or LPN Triage Nurse role
• Computer skills and ability to talk and type at the same time, and navigate through multiple open windows and tabs
• Ability to build rapport with patients
• Must have high speed internet at home
• Residents of NW Georgia are preferred
• Ability to work the 10:30 am - 7 pm CST shift

Requirements

• Customer-centric focus
• Dynamic personality
• Internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload

Benefits

• Hourly rate of 24 - 37 USD, depending on relevant factors, including experience and geographic location
• Eligible to participate in an annual bonus plan
• Comprehensive range of health-related 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