Customer Service Associate Representative - MD Live - Remote

SUMMARY

MDLIVE is a telehealth company providing virtual care services for general health, primary care, behavioral health, and dermatology. We deliver extraordinary customer care by promptly and accurately responding to our patients concerns, reinforcing our benefits and services by connecting with our patients to establish long lasting relationships that will foster brand loyalty.  To further our mission and making sure that the day-to-day activities of the company support those initiatives, we expect employees to:  

• Deliver extraordinary customer service by responding to the patients’ questions or concerns in a timely manner via incoming call or incoming chat sessions.
• Develop and foster patient relationships on every interaction, building rapport from the start to the end of the call demonstrating that you value our patients.
• Document the necessary patient profile information and update the medical history with any relevant information as it pertains to the patient’s health.
• Ensure that all interactions foster patient satisfaction, effectiveness, proficiency, and quality

We seek dedicated, compassionate, and empathetic Customer Service Associate Representatives to join our team who are genuinely interested in helping people at some critical points of their lives. The Call Center agent (Health Service Specialist) represents the company; our people make all the difference in our success.

RESPONSIBILITIES

• Answer inbound calls/chats from patients, assisting with all customer service issues including registrations, consultations, prescription/pharmacy issues, billing concerns, collections, technical support, navigational assistance.
• An average of 40 – 50 calls/chats can be expected daily.
• Take calls back-to-back (or simultaneous chats) while toggling through several applications on multiple screens.
• Active listening and remaining customer-focused to meet tailored needs, providing positive outcomes for our patient's well-being.
• Available to attend 100% training (6 weeks) and the first 90 days of employment.
• Resolve customer complaints through independent problem-solving skills, resource utilization and one-call resolution.
• Understand and strive to meet or exceed call center metrics while providing accurate information to callers with a courteous and professional demeanor.

• Work in a highly customer-focused metrics-driven environment, which supports quality of service and compliances through policies & procedures.
• Ability to work in a fast-paced virtual health environment
• Ensures compliance with all relevant laws, policies, and HIPAA regulations
• Other duties as assigned

QUALIFICATIONS

• High School diploma or equivalent
• 1 year customer service experience is required; call center experience is preferred.
• A dedicated workspace with no distractions is required.
• Intermediate proficiency in Microsoft Office Suite
• Strong organization skills, written, and verbal communication skills
• Empathetic and understanding while supporting patients varying needs
• Foster teamwork and partnership with cross-functional departments to resolve issues and improve patient experience.
• Ability to think outside of the box and demonstrate problem-solving skills
• Must have a strong written and verbal communication skills
• Must be able to read, write, and communicate fluently in English
• Detailed oriented and ability to type at least 25 wpm
• Must be self-directed and able to work independently with minimum supervision

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

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 need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance.  Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.