Carl Medicare Agent Resource Representative - Birmingham, AL-Cigna Healthcare

About the position

In this pivotal role, Cigna Medicare Agent Resource Representatives effectively handle inquiries from internal and external sales agents that are received via phone and serviced in a contact center environment. The successful candidate will be able to interact appropriately and efficiently with agents using excellent interpersonal and listening skills, professionalism, and phone etiquette skills. The ability to use computer-based resources in a highly effective manner to educate and provide accurate responses to inquiries is crucial for success. The responsibilities include managing a large volume of inbound calls in a timely manner, handling activities related to inbound calls and live chats from sales agents seeking support for Cigna Medicare products. Representatives must follow communication scripts during Scope of Appointment (SOA) calls and eligibility calls to remain in compliance. They will maintain detailed knowledge of eligibility requirements and qualifications for plans, special elections, Medicare-related information, and HRA support. Additionally, they will verify Medicare information to check if a potential member has all requirements needed to qualify for one of the plans, responding to all customers in a professional and courteous manner. The role also involves participating in meetings and committees as needed, managing work balance between calls and live chats, valuing all aspects of diversity, and exercising strict confidentiality in all matters, especially regarding PHI information. Representatives will also engage in live chats for eligibility verification only, ensuring they provide accurate and timely information to agents and customers alike.

Responsibilities
• Handle a large volume of inbound calls in a timely manner.
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• Manage activities related to inbound calls and live chats from sales agents seeking support for Cigna Medicare products.
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• Follow communication scripts during Scope of Appointment (SOA) calls and eligibility calls to remain in compliance.
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• Maintain detailed knowledge of eligibility requirements and qualifications for plans, special elections, Medicare-related information, and HRA support.
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• Verify Medicare information to check if a potential member has all requirements needed to qualify for one of our plans.
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• Respond to all customers in a professional and courteous manner.
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• Participate in meetings and committees as needed.
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• Manage work balance between calls and live chats.
,
• Value all aspects of diversity.
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• Exercise strict confidentiality in all matters, especially regarding PHI information.
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• Engage in live chats for eligibility verification only.

Requirements
• 1 year or more of experience working in a high-volume call center environment (preferred, not required)
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• Accurate data entry skills and attention to detail
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• Experience analyzing and solving customer problems required
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• Excellent verbal and written communication skills
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• Intermediate proficiency in Microsoft Office Suite; high level capacity to multitask independently and on a computer
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• Proven ability to work independently as well as a productive member of a team
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• High School Diploma or GED required

Nice-to-haves
• Adaptable, flexible, and able to manage through change
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• Goal oriented and personally accountable; resourceful and self-directed
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• Demonstrated communications (written and verbal), interpersonal skills and fosters a team environment
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• Excellent listening and interpersonal communication skills
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• Ability to effectively organize, prioritize, multi-task and manage time
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• Demonstrated accuracy and productivity in a changing environment with constant interruptions
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• Demonstrated ability to analyze information, problems, issues, situations and procedures to develop effective solutions
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• Able to offer options and educate callers when appropriate

Benefits
• Support for ongoing education and skill development
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• Health insurance coverage
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• Paid time off for volunteering activities
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• Diversity and inclusion programs
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• Employee assistance programs

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