Job Description

Do you enjoy helping people? Do you thrive in a fast paced, customer focused environment? As a Customer Service Team Lead, you will help customers improve their health, well-being and sense of security along with coaching and developing your supervisor team members to achieve their best results.

Location- Nashville, TN or Houston, TX

Team Lead Description

As a Customer Service Team Lead you will respond to complex inquiries regarding benefits, billing, eligibility, coverage and other related information to provide solutions for employees, customers and health care professionals via telephone and email. In this role creative problem solving, critical thinking and empathy skills are essential. As a Customer Service Team Lead active and passive listening skills are pivotal. In addition to these skills an ability to utilize computer- based resources in a highly effective manner to educate and provide accurate responses to customer and employees is crucial. An effective Customer Service Team Lead demonstrates an innate ability to be compassionate and empathetic when handling all customer and employee inquiries.

Team Lead Responsibilities:

* Demonstrate expertise of all applicable business systems (QNXT, MHK, CCMS, FILEBOUND, ESD, etc)

* Assist Customer Service Agents with Questions related to customer experience via group chat and email.

* Assist Customer Service Agents in meeting their performance goals by collaborating with Supervisor on appropriate coaching plans.

* Assist Supervisors with Reporting, Call Reviews, Attestation Coaching, FCR Audit review and other requested tasks.

* Provide coaching and development of Customer Service Agents based on call observations and audit results.

* Take ownership of customer escalations to ensure the customer is provided the best solution possible while maintaining a complete focus on creating a superior customer experience.

* Make recommendations for system or process improvements

* Work effectively with other departments by demonstrating your networking capabilities.

In addition a customer service team lead responds to customer and health care professionals regarding:

* Eligibility to receive benefits associated with their individual or company sponsored health insurance plan

* Determination of out of pocket costs related to medical or dental office visits, prescription medications, inpatient and outpatient procedures, diagnostic imaging for treatment of injuries, medical equipment and preventive care

* Understanding of payments and claims related to office and hospital visits and medical and dental procedures, and thoroughly explaining how customer benefits are applied to costs associated with these visits and procedures

* Finding an in-network primary care or specialist doctor in a geographical area or specialty

* Education on disease management programs and healthy living programs personalized to the customers medical condition or health improvement goals.

Does this sound like you:

* Customer Focused Demonstrates through your actions a genuine desire to help and provide an outstanding customer experience

* Problem solver Identifies issues/concerns and enjoys finding the resolution.

* Active listener - Ability to listen intently to understand the questions and the provide confident responses

* System Expert including knowledge management tools and resources

* Effective Multi-tasker - Able to manage real-time inquiries while keeping track of and responding to commitments to follow-up with customer/team member inquiries

* Collaborator enjoys working with co-workers across different functional areas

* Professional and tactful able to respond to and calm a situation

* Contributor - Ability to offer options and educate when appropriate

You are the Right Person if you have:

* High School Diploma or equivalent required

* Associates or Bachelors degree preferred

* 3 or more years external Customer Service experience or 1+ year experience in a customer focused role within Cigna required

* 6 months or more in a leadership/team lead role preferred

* Demonstrated experience analyzing and resolving customer problems

* Call center experience preferred

* Knowledge of Cigna systems preferred; Dentacom system experience preferred

* Demonstrated proficiency using PC software and high level capacity to multitask independently and use a computer

* Knowledge of Medical Terminology a PLUS

* Excellent written and oral communication skills

* Ability to perform in a high volume, fast paced call center environment

* Competencies needed to be successful in this position:

* Customer Focus

* Problem Solving

* Interpersonal Communication

About Cigna

Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, 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 Cigna, youll enjoy meaningful career experiences that enrich peoples lives while working together to make the world a healthier place. What difference will you make? To see our culture in action, search TeamCigna on Instagram.

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.