The Cigna Group

Customer Service Representative – Provider Command Center (PCC)

The Cigna Group

full-time

Posted on:

Location Type: Remote

Location: Maryland • United States

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Salary

💰 $18 - $19 per hour

About the role

  • Schedule or reschedule appointments for phone or video consultations
  • Assist with scheduling behavioral health appointments, outreach to providers for availability
  • Assist with language specific consultations video or phone consultations for non-English speaking patients
  • Send escalated alert notification of low provider coverage for state specific patient phone or video consultations to medical providers via text
  • Monitor PCC exception queue and on-call waiting room to ensure all patients receive consultation within 60 minutes to meet MDLIVE SLAs
  • Respond to customer service emails: general inquiries, contact request, appointment request, refund request, billing inquiries, etc. within 30 minutes or less
  • Support Inbound Call Center occasionally, as needed
  • Answer the dedicated provider line & assist providers
  • Report any system impacts to CSAdmin, patient portal, or provider portal to production support and open Jira tickets

Requirements

  • High School Diploma or GED required
  • Experience in Legacy MDLIVE, Health Service Specialist, (HSS) Call Center customer service required
  • Strong attention to detail
  • Proven ability to thrive in a fast-paced environment
  • Skilled in multitasking and adapting to shifting priorities
  • Excellent verbal and written communication skills
  • Expertise in issue resolution and service recovery
  • Demonstrates resilience with ongoing business changes, training, and evolving responsibilities
  • Proficient in Microsoft Word and Excel
Benefits
  • Health insurance
  • Vision insurance
  • Dental insurance
  • Well-being and behavioral health programs
  • 401(k)
  • Company paid life insurance
  • Tuition reimbursement
  • Minimum of 18 days of paid time off per year
  • Paid holidays
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer serviceissue resolutionservice recoverymultitaskingattention to detail
Soft Skills
adaptabilityverbal communicationwritten communicationresilienceability to thrive in fast-paced environment
Certifications
High School DiplomaGED