Customer Service Coach - Cigna Healthcare - Remote

The Cigna Group

1d • Remote

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED