22 days old

Customer Service Sr. Representative

Memphis, TN 38103
  • Job Code
Delivers specific delegated Customer Service tasks assigned by a supervisor. Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to Phone inquiries from policy holders, providers and/or others for information and assistance. Performs research to respond to inquiries and interprets policy provisions to determine most effective response. Position typically requires excellent interpersonal skills, ability to understand and interpret policy. Completes day-to-day tasks without immediate supervision, but has ready access to advice from more experienced team members. Resolves non-routine issues escalated from more junior team member.

This role is Work from Home which allows most work to be performed at home or on occasion at a Cigna office location. Employees must be fully vaccinated if they choose to come onsite.


  • Perform day-to-day work flow as directed including any special projects and additional tasks as assigned.
  • Meet productivity and performance standards as well as maintain call center performance metrics including Average Handle Time, After Call Work, Quality, and Scheduled Adherence.
  • Adhere to all company policies and procedures including the company's attendance and employment policies.
  • Maintain all company and regulatory compliance guidelines.
  • Ensure privacy and confidentiality as required by HIPAA and company guidelines.
  • Promote the company by providing superior customer service.
  • Actively listens to customers, probes for clarification, and provides guidance based upon each customer's individual needs.

  • High school diploma or equivalent required.
  • Pharmacy Technician Certification preferred (CPhT).
  • Minimum two years of customer service experience in any industry required, preferably in a call center or production environment.
  • Position requires excellent communication and interpersonal skills.
  • Possess the ability to understand and interpret policy provisions.
  • Demonstrate strong data entry, Intermediate or advance excel and typing skills with proficiency in the use of a PC including ability to use amouse and keyboard interchangeably.
  • Ability to use telephone equipment, including headset.
  • Communicates information in a tactful and positive manner at all times.
  • Capacity to understand complex oral and written directions as well as technical information.
  • Exhibits a positive attitude at all times; embraces and adapts to change.
  • Demonstrate an ability to work as part of a high-performing team.
  • Capability to work overtime as needed during peak periods throughout the year (including nights and weekends).
  • Must be a current contractor with Cigna, Express Scripts, or Evernorth. Evernorth is a new business within the Cigna Corporation.

This position is not eligible to be performed in Colorado.

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.

Posted: 2021-11-12 Expires: 2021-12-11
Sponsored by:
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Sponsored by:
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Customer Service Sr. Representative

Memphis, TN 38103

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