LPN Coach Care Coordinator- Evernorth- West Coast (PST)

LPN Telephonic Care Coordinator - (Case Management Analyst)

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.

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 to 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.

What we expect from you

• Graduate of approved LPN/LVN program
• Active and unrestricted LPN license in respective state
• At least 3 or more years of LPN experience in a hospital or provider's office
• Bachelor's degree preferred.
• Customer Service or experience in a telephonic or LPN Triage Nurse role
• 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

Bonus points for

• Customer-centric Focus
• Dynamic personality

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 25 - 38 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.