The Cigna Group

Customer Service Coach

The Cigna Group

full-time

Posted on:

Location Type: Remote

Location: Montana • United States

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Job Level

Junior

About the role

  • Provide real‑time assistance to CSRs by answering questions, managing multiple chats, and helping resolve complex member issues
  • Monitor and support team performance against key quality and productivity metrics, including call volume, adherence, hold time, after‑call work, audits, and talk time
  • Coach CSRs through hands‑on, teach‑by‑example guidance, reinforcing best practices and improving accuracy
  • Review call details to identify trends in claim accuracy and customer communication, and share insights with the team and department
  • Support and drive process improvement initiatives to enhance accuracy and customer outcomes
  • Encourage CSR development through effective use of tools, resources, and ongoing skill‑building
  • Assist the Team Leader with monthly statistics, reporting, and performance reviews
  • Support phone queues as needed to maintain service levels

Requirements

  • High School Diploma or GED (Bachelor’s degree preferred)
  • 1 year of experience with Allegiance processes, resources, and systems, including LuminX (required)
  • Strong listening and interpersonal skills with the ability to work effectively in a team environment
  • Excellent verbal and written communication skills
  • Proficiency with Microsoft Word, Outlook, and WebEx
  • 1+ year of coaching and/or leadership experience (preferred)
  • 1+ year of experience with medical terminology and basic health insurance concepts (preferred)
  • Proficiency with Microsoft Excel and PowerPoint (preferred)
  • Ability to work efficiently in a fast‑paced, customer‑focused environment while managing multiple tasks (preferred)
  • Experience reading and interpreting benefit plans, insurance documents, and regulations to apply them accurately (preferred)
Benefits
  • internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload
Applicant Tracking System Keywords

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

Hard Skills & Tools
Allegiance processesLuminXmedical terminologyhealth insurance conceptsbenefit plansinsurance documentsregulations
Soft Skills
listening skillsinterpersonal skillsteamworkverbal communicationwritten communicationcoachingleadershiptime managementmulti-tasking
Certifications
High School DiplomaGEDBachelor’s degree