LPN Telephonic Care Coordinator 10:30am - 7pm EST - Evernorth - Work at home

About the position The program mission is to improve the health of those with chronic conditions through a holistic, individualized approach which supports improvements in productivity, health status, and appropriate use of medical services. Sound like you? Great! Here’s more on how you’ll make a difference: Support inbound calls from a dedicated client queue. Assist in the identification of customer health education needs through health assessment activities. Use and apply Preventive Guidelines as well as general health and wellness strategies to set goals to improve overall health of customers. Educate and refer customers on available health resources and Cigna Medical Management programs as appropriate. Provide 1:1 in-the-moment coaching to customers around behavior change opportunities to improve health status, reduce health risks, and improve quality of life. Assess readiness to change, work with customers to establish health improvement plans, and assist customers in setting personalized health goals. Empower customers with skills to provide enhanced interaction with their health care providers. Document interactions and interventions as directed in appropriate systems. Provide approved health and wellness education and send supporting materials. Persuasively explain program benefits. Communicate effectively to engage customers in health coaching programs. Complete eligibility verification with customers and provide service/process explanation. Identify incentive requirements if applicable and communicate options to customer. Ensure exceptional customer service. Use telephone, internet, mail, and internal Cigna resources to achieve optimal service levels for participants/providers. Work in a team environment under guidance of leads and supervisors. Monitor and respond to incoming messages via phone and e mail with adherence to program timeframes and client deliverables. Identify and solve issues and concerns with customers and providers. Escalate issues and concerns as appropriate to leads and supervisors.

Responsibilities

• Support inbound calls from a dedicated client queue.
• Assist in the identification of customer health education needs through health assessment activities.
• Use and apply Preventive Guidelines as well as general health and wellness strategies to set goals to improve overall health of customers.
• Educate and refer customers on available health resources and Cigna Medical Management programs as appropriate.
• Provide 1:1 in-the-moment coaching to customers around behavior change opportunities to improve health status, reduce health risks, and improve quality of life.
• Assess readiness to change, work with customers to establish health improvement plans, and assist customers in setting personalized health goals.
• Empower customers with skills to provide enhanced interaction with their health care providers.
• Document interactions and interventions as directed in appropriate systems.
• Provide approved health and wellness education and send supporting materials.
• Persuasively explain program benefits.
• Communicate effectively to engage customers in health coaching programs.
• Complete eligibility verification with customers and provide service/process explanation.
• Identify incentive requirements if applicable and communicate options to customer.
• Ensure exceptional customer service.
• Use telephone, internet, mail, and internal Cigna resources to achieve optimal service levels for participants/providers.
• Work in a team environment under guidance of leads and supervisors.
• Monitor and respond to incoming messages via phone and e mail with adherence to program timeframes and client deliverables.
• Identify and solve issues and concerns with customers and providers.
• Escalate issues and concerns as appropriate to leads and supervisors.

Requirements

• Graduate of approved LPN/LVN program
• Active and unrestricted LPN license in respective state
• Ability to obtain multi-state LPN license if requested
• At least 3 or more years LPN experience in a hospital or provider's office
• Computer skills and ability to talk and type at the same time, and navigate through multiple open windows and tabs
• Ability to build rapport with patients
• Must have high speed internet at home

Nice-to-haves

• Bachelor’s degree preferred.
• Customer Service or experience in a telephonic or LPN Triage Nurse role
• Residents of NW Georgia are preferred
• Customer-centric Focus
• Dynamic personality

Benefits

• 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.

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