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The Premium Personal Advocate is a full-time, remote telephonic role. In this role, you will engage members with various medical and health conditions through inbound and outbound calls. This role represents Cigna by educating members on available programs and services, addressing barriers to care, and encouraging appropriate escalation to clinical staff (e.g., Nurses) when needed. The Premium Personal Advocate connects members with the right resources to support better health outcomes.
Engage members and educate them on applicable clinical programs and services.
Motivate and guide members to take ownership of their health, including successfully transferring appropriate cases to a Nurse.
Actively listen and remain member‑focused while navigating multiple systems to verify and document information.
Adapt quickly to changing workflows in a fast‑paced environment.
Educate members on presenting concerns and available service options.
Meet or exceed phone performance metrics and quality standards (90% or higher monthly).
Demonstrate understanding of workflows and responsibilities across internal departments.
Assign cases to appropriate staff based on established guidelines.
Participate in team meetings, training sessions, and in‑service seminars.
Complete additional tasks and projects as assigned.
Qualifications
High school diploma or equivalent required
Bachelor’s degree strongly preferred
Prior healthcare experience preferred
Customer service and/or call center experience preferred
Ability to work a structured training schedule
Training lasts 6 weeks, daytime hours required
No vacation time permitted during training
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.
Requirements
For this position, we anticipate offering an hourly rate of 24 - 37 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.
Benefits
Comprehensive range of benefits focusing on whole health.
Health-related benefits including medical, vision, dental, and well-being and behavioral health programs starting on day one.
401(k) plan.
Company paid life insurance.
Tuition reimbursement.
A minimum of 18 days of paid time off per year and paid holidays.
