Customer Service Lead Representative - Work from home

CIGNA | United, XX

11/22/2022

Remote, Work from home

The Grievance team manages Cigna Medicare/Medicaid grievances that are presented by our member's or their representatives pertaining to the authorization of or delivery of clinical and non-clinical services. Grievance works in collaboration with divisions within and outside the organization to resolve issues in a timely and compliant manner.

Grievances coordinator position is focused on the processing of Medicare customer grievances. This associate may screen incoming complaints received orally or in writing, conducting root cause analysis as needed, creating an action plan, coordinating and communicating resolutions, as well as documenting systems in detail with case notes related to Customer grievances with in CMS guidelines.

Duties and Responsibilities:
  • Grievance Coordinator is responsible for corresponding with members, providers and regulators regarding decisions and actions.
  • Works collaboratively with the Claims, Customer Service, Appeals, and Medical Management Departments.
  • Communicate, collaborate and cooperates with internal and external business partners.
  • Adheres to all Compliance/Program Integrity requirements and complies with HIPAA Regulations and must meet/exceed compliance and production goals.
  • Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency.
  • Supports department-based goals which contribute to the success of the organization.

CANDIDATE QUALIFICATIONS:
  • One year of health insurance/managed care experience knowledge of healthcare terminology preferable.
  • Strong written and verbal communication skills, PC proficiency to include Microsoft office products.
  • One year of health insurance/managed care experience performing Appeals and Grievances functions preferred.
  • Will consider managed care associates with three years of experience in customer service, call center or claims processing skills and knowledge of healthcare delivery.
  • Demonstrated ability to manage large caseloads and effectively work in a fast-paced environment.
  • Demonstrated written communication skills, time management, priority setting, problem solving and organizational skills.
  • Demonstrated ability to converse with and collaborate with physicians and physician personnel.
  • Ability to identify and define problems, collect data/information, establish facts, and draw valid conclusions and provide resolution.
  • Ability to track and manage case load effectively in Grievance tracking system
  • Must be able to work independently and under pressure related to tight time-frames


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 18 - 27 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: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com 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.

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November 29, 2022