Customer Service Coach - Cigna Healthcare - Remote

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.

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. 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: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com 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.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.