Customer Service Rep Associate

Description

Role Summary

Receives requests by telephone, fax or mail regarding insurance premiums, account status and eligibility. Responds to inquiries from customers, brokers, clients, and/or others for information and assistance. Performs research to respond to inquiries. Position requires excellent interpersonal skills, ability to understand and interpret policies and procedures. At least two years of customer service experience. Independently responds to inquiries, grievances, or complaints ranging from routine to moderate complexity. May seek assistance with complex customer service issues.

Responsibilities

Respond and resolve inquiries from customers, brokers, clients and internal and external business partners received via telephone, email, mail and/or faxes.
Accurately, promptly and courteously respond to all inquiries with a professional attitude.

Capacity to retain and utilize information, facts, policies, procedures, and resources to provide accurate and efficient responses.

Consistently meet/achieve established quality and performance standards

Compliance with HIPAA regulations and CIGNA guidelines.
Maintain professional rapport with coworkers.
Maintain appropriate attendance and conduct.
Contribute towards the achievement of providing exceptional customer service

Ability to meet or exceed goals associated with Average Handle Time, Schedule Adherence and Quality; while using efficient and appropriate work practices
Demonstrated willingness to learn and effectively apply new skills/techniques as customer expectations change

Participate in team meetings to support organizational goals.

Qualifications

Qualifications

At least two years of previous customer service experience, preferably in the healthcare or insurance field

Excellent customer service/people skills.

Demonstrated high-level communication skills by expressing thoughts and information clearly and succinctly using proper business English and correct grammar.

Ability to handle difficult situations and communicate information in a tactful and positive manner at all times.

Ability to actively listen to customers and probe for clarification.
Strong research and analytical skills
Above average computer navigation skills; must be able to talk and type at the same time with an emphasis on accuracy of information, including use of multiple applications simultaneously. Qualified applicants will be considered for employment without regard to age, race, color, religion, national origin, sex, sexual orientation, gender identity, disability, veteran status. Need an accommodation? Email: SeeYourself@cigna. com