Customer Service Rep. – Provider Command Center (PCC) Representative – MD Live - Remote

Position Summary

The PCC team member will report to a Call Center Team Lead, serving as the gatekeeper of the Patient Waiting Room, Exception Queue, Customer Service Escalations via email, and occasional Inbound Call Center support. The PCC (HSS Level 3) team member is a subject matter expert with call center, clinical, provider, and policy and procedures. They act as a support team to providers as well as outbound patient outreach to assist with any scheduling/rescheduling needs.

Responsibilities

• 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

Qualifications

• 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

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.

For this position, we anticipate offering an hourly rate of 17.75 - 19 USD / hourly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, click here.

About Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. 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.