Customer Service Representative – Provider Command Center (PCC)
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Job Description
Customer Service Rep for Provider Command Center at Cigna Group, handling appointment scheduling and provider assistance tasks. Focus on patient care and timely consultation responses.
Responsibilities:
- Schedule or reschedule appointments for phone or video consultations
- Assist with scheduling behavioral health appointments, outreach to providers for availability
- Assist with language specific consultations video or phone consultations for non-English speaking patients
- Send escalated alert notification of low provider coverage for state specific patient phone or video consultations to medical providers via text
- Monitor PCC exception queue and on-call waiting room to ensure all patients receive consultation within 60 minutes to meet MDLIVE SLAs
- Respond to customer service emails: general inquiries, contact request, appointment request, refund request, billing inquiries, etc. within 30 minutes or less
- Support Inbound Call Center occasionally, as needed
- Answer the dedicated provider line & assist providers
- Report any system impacts to CSAdmin, patient portal, or provider portal to production support and open Jira tickets
Requirements:
- High School Diploma or GED required
- Experience in Legacy MDLIVE, Health Service Specialist, (HSS) Call Center customer service required
- Strong attention to detail
- Proven ability to thrive in a fast-paced environment
- Skilled in multitasking and adapting to shifting priorities
- Excellent verbal and written communication skills
- Expertise in issue resolution and service recovery
- Demonstrates resilience with ongoing business changes, training, and evolving responsibilities
- Proficient in Microsoft Word and Excel
Benefits:
- Health insurance
- Vision insurance
- Dental insurance
- Well-being and behavioral health programs
- 401(k)
- Company paid life insurance
- Tuition reimbursement
- Minimum of 18 days of paid time off per year
- Paid holidays
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