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Care Solutions Personal Advocate - Evernorth Health Services - Remote

Posted: December 4, 2023 Expired: February 20, 2024
High School

HOURS: Shift of 9:00am – 5:30pm in the employee’s time zone

This is a full-time Telephonic remote work at home role. Employees must conduct business in a secure area in their home ensuring that discussions are confidential and cannot be overheard by others.

Position Scope:

The Personal Advocate performs duties related to the engagement of the member for variety of medical / health conditions. The personal advocate is responsible for representing Cigna on all outbound and / or inbound calls through education to members regarding available programs and services. Provides suitable educational materials and refers to appropriate programs based on the caller’s needs.

Major Responsibilities and Desired Results:

  • Engagement and Education of clinical programs with all members.
  • Ability to “Sell” customers on their health by addressing barriers and leading them to speak with a Nurse.
  • Ability to listen and stay focused on the member while using various systems to verify and document data.
  • Ability to be flexible and adapt to changing workflows, in a fast-paced environment.
  • Educate participants with respect to presenting issues and the parameters of services.
  • Responsible for meeting phone metrics and Quality Indicators, 90% or greater each month.
  • Demonstrates awareness and understanding of the responsibilities and workflows of the various departments within the site.
  • Assigns cases to the appropriate staff member based on specific guidelines.
  • Participates and actively contributes in staff meetings and in-service seminars.
  • Completes additional tasks and projects as assigned.


  • High school diploma or equivalent required.
  • Bachelor’s Degree strongly preferred.
  • Previous experience in a healthcare field preferred.
  • Customer service and/or call center experience preferred.
  • Training is 6 weeks long and will have a day shift schedule.
  • No vacation time is allowed during training.

Cultural Beliefs:

The candidate will be responsible for the adoption and demonstration of the Care Coordination cultural beliefs. They will be responsible for role modeling the six cultural beliefs to drive personal accountability and organizational results.

  • Customer Strong: I deliver a world class experience for all customers.
  • Me to We: I take accountability to trust, collaborate and partner.
  • Be Bold: I pioneer and think broadly to solve challenges.
  • Own It: I see a need and act because I can.
  • Evolve and Adapt: I learn and adapt to meet evolving business needs.
  • Take Care: I prioritize self-care and act with compassion towards colleagues.

Aligned Competencies:

Customer Focus - Building strong customer relationships and delivering customer-centric solutions.

Communicates Effectively- Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Being Resilient - Rebounding from setbacks and adversity when facing difficult situations.

Manages Complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectivelysolve problems.

Nimble Learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.

Interpersonal Savvy - Relating openly and comfortably with diverse groups of people.

Drives Results - Consistently achieving results, even under tough circumstances.


Situational Adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.

Resourcefulness- Securing and deploying resources effectively and efficiently.

Plans and Aligns - Planning and prioritizing work to meet commitments aligned with organizational goals.

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 23 - 34 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.

We want you to be healthy, balanced, and feel secure. That’s why 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) with company match, 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, visit Life at Cigna Group.

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 require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.

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.

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