Technical Coaching Lead Representative

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The Cigna Group

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

🛡️ Insurance

Healthcare • Insurance

The Cigna Group is a global health services company that provides medical, dental, pharmacy, behavioral and supplemental insurance products and benefits to individuals, families, employers, brokers, providers and Medicare beneficiaries. It offers employer-sponsored group plans, individual and family plans (including Open Enrollment offerings), Medicare, international health insurance covering more than 200 countries, and digital member services through the myCigna platform (including telehealth and claims management). Its products are delivered through operating subsidiaries such as Cigna Health and Life Insurance Company and other regional affiliates.

📋 Description

• Provide timely, accurate technical support to claim processors • Coach individuals and groups through claim complexities • Deliver training for new or updated claim information, including audit support, on-the-job training, and targeted refreshers • Use Service Quality Review Meeting insights, quality trends, and root-cause analysis to identify barriers and recommend practical improvements • Partner with supervisors, team members, and onshore/offshore stakeholders to improve quality results, strengthen service outcomes, and support team engagement • Drive process improvements that enhance claim accuracy, reduce rework, and support positive experiences for internal partners and external customers

🎯 Requirements

• High School Diploma or G.E.D. • 2+ years of technical claim processing experience, including technical knowledge and application of SHS • Current performance meeting or exceeding key performance indicator metrics • Strong knowledge of claim processing tools and resources • Ability to apply claim processing tools and resources to accurate claim resolution • Customer-focused approach supporting internal partners and external customers professionally and carefully • Strong problem-solving, critical thinking, communication, and presentation skills • Demonstrated ability to teach, coach, and support others through varied claim scenarios and process needs • Ability to work effectively with team members and stakeholders across office, remote, onshore, and offshore environments • Extensive knowledge of Inspro (preferred) • Experience supporting Accidental Injury, Hospital Care, and Critical Illness products (preferred) • Experience as a team subject matter expert or new hire class subject matter expert (preferred) • Process improvement experience (preferred) • Basic proficiency with Microsoft Word, Excel, PowerPoint, WebEx, and Outlook (preferred) • Home internet through cable broadband or fiber optic service with at least 10Mbps download/5Mbps upload when working at home

🏖️ Benefits

• Annual bonus plan eligibility • Medical benefits • Vision benefits • Dental benefits • Well-being and behavioral health programs • 401(k) • Company-paid life insurance • Tuition reimbursement • Minimum of 18 days of paid time off per year • Paid holidays • Leaves of absence • Cable broadband or fiber optic home internet service with at least 10Mbps download/5Mbps upload for home working