Intake Care Senior Representative

  • Location

    Eden Prairie, United States

  • Sector:

    Other Area(s)

  • Job type:


  • Contact:

    Leric Arcigal

  • Job ref:


  • Published:

    over 1 year ago

  • Expiry date:


Do not submit any candidates rejected on #8795920

Advocates are in a call center environment and serve as the 1st point of contact by answering inbound calls from customers. Our customers are calling in regards to their Employee Assistance Program/Behavioral Health, Substance Abuse benefits, or claims inquires. Responsibilities include but are not limited to:

Multi-tasking;listening,typing,taking notes,maneuvering through different systems we utilize, payingattention to the queue Registering customers in the intake system, opening case files for documenting Ability to deescalate callers and being able to appropriately address sensitive issues with callers Assisting customers with requests for services, verifying eligibility for the requested service, and addressing other issues complex in nature Educating customers with respect to parameters of services and benefits design Providing customers with names and phone numbers of nearest clinicians according to contract, clinical specialty, and/or geographic need Writing authorizations for the appropriate level of care to insure claims are paid correctly Provide timely follow-up calls to customers as needed Demonstrate an awareness and understanding of the responsibilities and workflows of the various departments within the business unit, other areas within Cigna, and matrix partners Participating in staff meetings and in-service seminars Completing additional tasks and projects as assigned Monitoring and following daily schedule as assigned Consistently is ready to take calls at the start of their shift and manages their daily scheduled as assigned by the resource planning team Responsible for meeting Quality Score of 92% or greater each month

Attendance Policy

Maintaining good attendance is important for all contractors and is particularly important for those newly assigned to contract positions. The Corrective Action process for an contractor who incurs an unscheduled or unapproved absence or event in his/her first 90 days of assignmentis outlined below

1st unapproved absence or event will result in a Verbal Counseling 2nd unapproved absence or event will result in a First Notice 3rd unapproved absence or event will result in a Final Notice 4th unapproved absence or event will result in termination

Late Arrivals/Early Departures

Late arrivals and early departures without the appropriate notifications count towards an unscheduled, unapproved absence. Based on business need, a manager may allow a contractor to make-up the time during that business day. However, this does not excuse the behavior. Recording of Late arrivals If an Advocate is late for any reason the following will determine how their time is recorded:

7 minutes to 15 minutes will be recorded as an occurrence 15 minutes to 30 minutes will be recorded as an occurrence and time may be made up on the same day at the managers discretion 30 minutes or more will be recorded as an occurrence and time will be recorded as unscheduled time off. No portion of this time can be made up

Any exceptions will be determined by the Supervisors. If the attendance issues become excessive and/or if a trend develops that adversely impacts the contractors productivity, performance and/or contribution to the organization, management may accelerate the corrective action process