What are the responsibilities and job description for the Customer Service Coach - Cigna Healthcare - Remote position at The Cigna Group?
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Role Summary
Are you passionate about empowering people to deliver exceptional customer experiences? As a Health Customer Service Coach (Customer Service Lead Representative), you will provide real‑time support and coaching to Customer Service Representatives (CSRs), helping them build skills, improve accuracy, and consistently deliver high‑quality service.
In this role, you’ll foster a positive, team‑focused environment, act as a subject‑matter expert, and partner closely with leadership to drive performance and process improvement.
Key Responsibilities
- Provide real‑time assistance to CSRs by answering questions, managing multiple chats, and helping resolve complex member issues.
- Monitor and support team performance against key quality and productivity metrics, including call volume, adherence, hold time, after‑call work, audits, and talk time.
- Coach CSRs through hands‑on, teach‑by‑example guidance, reinforcing best practices and improving accuracy.
- Review call details to identify trends in claim accuracy and customer communication, and share insights with the team and department.
- Support and drive process improvement initiatives to enhance accuracy and customer outcomes.
- Encourage CSR development through effective use of tools, resources, and ongoing skill‑building.
- Assist the Team Leader with monthly statistics, reporting, and performance reviews.
- Support phone queues as needed to maintain service levels.
Required Qualifications
- High School Diploma or GED (Bachelor’s degree preferred).
- 1 year of experience with Allegiance processes, resources, and systems, including LuminX (required).
- Strong listening and interpersonal skills with the ability to work effectively in a team environment.
- Excellent verbal and written communication skills.
- Proficiency with Microsoft Word, Outlook, and WebEx.
Preferred Qualifications
- 1 year of coaching and/or leadership experience.
- 1 year of experience with medical terminology and basic health insurance concepts.
- Proficiency with Microsoft Excel and PowerPoint.
- Ability to work efficiently in a fast‑paced, customer‑focused environment while managing multiple tasks.
- Experience reading and interpreting benefit plans, insurance documents, and regulations to apply them accurately.
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.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.
Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.