Outreach Coordinator Smart Choice - Remote - Evicore

SUMMARY
eviCore Healthcare, a subsidiary of The Cigna Group , is committed to making a positive impact on healthcare by delivering excellent patient-provider care and making a positive impact on our employees. The Outreach Coordinator in the Consumer Engagement Department employs high-level customer service and problem-solvi ng skills to educate Radiology patients on their facilities and treatment options, empowering them to make the best choices about their care.
RESPONSIBILITIES
Connect with an average of 50-80 inbou nd and outbound callers per day , including members and physician’s offices
Build rapport with members, providing a full concierge service that includes everything from assistance with selecting the proper treatment locations, down to granular details such as arranging for transportation to facilities, and parking
Utilize the script pathway to educate members on facilities, screening options, and a lternative treatments, and ask follow-up questions to determine their best options
Meet or exceed performan ce metrics related to the ability to educate members to make the choice to convert to preferred facilities
M ultitask and con duct research on each case, toggling through various applications on multiple screens
Demonstrate full understanding of various health plans across multiple states
Inform members of denials of service requests based on unapproved locations, de-escalating upset callers and re-directing them to select locations and services which are covered.
QUALIFICATIONS
High School diploma or equivalent.
High volume contact center, customer service, and sales experience preferred.
A dedicated workspace with no distractions is required .
Intermediate profi cienc y in Microsoft Office Suite, and adaptable ability to learn to operate multiple computer applications.
Strong written, organizational, and verbal communication skills.
C ustomer ser vice oriented, with the ability to diffuse difficult callers with a calm, empathetic and helpful demeanor.
Flexible with the a bility to learn quickly in a fast-paced environment.
Must be able to work any shift between 8am-9pm EST Monday-Friday.
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 - 18 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 Group .
About Evernorth Health Services
Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.
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.
The Cigna Group 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.