The Cigna Group

Provider Command Center Representative – Customer Service Representative

The Cigna Group

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $18 - $19 per hour

About the role

  • Schedule and reschedule phone or video consultations
  • Support the scheduling of appointments, including outreach to providers for availability
  • Coordinate language-specific phone or video consultations for non‑English‑speaking patients
  • Send escalated alert notifications to medical providers via text when provider coverage is low for state‑specific consultations
  • Monitor the PCC exception queue and on‑call waiting room to ensure patients are seen within 60 minutes, meeting MDLIVE SLAs
  • Respond to customer service emails—including general inquiries, contact requests, appointment requests, refund inquiries, and billing questions—within 30 minutes or less
  • Provide occasional support to the Inbound Call Center as needed
  • Answer the dedicated provider support line and assist providers with inquiries
  • Report system issues related to CSAdmin, the patient portal, or the provider portal to production support and submit Jira tickets as necessary

Requirements

  • High School Diploma or GED required
  • Legacy MDLIVE Call Center customer service experience required
  • Experience with Health Service Specialist (HSS) training required
  • Experience with CSAdmin system required
  • Exceptional attention to detail
  • Ability to work effectively in a fast-paced environment
  • Strong multi-tasking skills and ability to manage shifting priorities
  • Excellent verbal and written communication skills
  • Strong resolution and recovery capabilities
  • Resilience in adapting to ongoing business updates, training, and evolving responsibilities
  • Proficiency with Microsoft Word and Excel.
Benefits
  • Health insurance
  • Vision insurance
  • Dental insurance
  • 401(k)
  • Company paid life insurance
  • Tuition reimbursement
  • Paid time off (minimum of 18 days)
  • Paid holidays
  • Wellness programs
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
CSAdmin systemHealth Service Specialist (HSS) trainingMicrosoft WordMicrosoft Excel
Soft Skills
attention to detailmulti-taskingverbal communicationwritten communicationresolution capabilitiesadaptabilitycustomer service
Certifications
High School DiplomaGED