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Summary

The Medical Administrative Senior Representative (MAA) is an integral member of the multi-disciplinary team who functions under the direction and supervision of a registered nurse and/or licensed physician of their clinic supervisor. The position provides professional, courteous, and friendly assistance to our customers.

The MAA serves as a resource for internal and external customers by utilizing several resources such as established Evernorth policies, protocols and guidelines to ensure delivery of quality care within the guidelines of Evernorth Care Group Standard Operating Procedures, and Policies & Procedures. Contributes to the organization’s drive to achieve improved individual customer experience, improved health and quality of care, and reduced cost of care.

Responsibilities:

+ Using the courtesy behaviors, greet and check in patients at the health care centers.

+ Verify coverage and eligibility, and complete appropriate paperwork.

+ Requests co-payment from patient in a polite manner. If patient expresses disagreement with co-payment request, lets let patient know you will follow-up and proceed with check-in process.

+ Consistently maintains quality of patient care by obtaining detailed information in messages and documents in the EMR.

+ Schedules appointments accurately and verifies benefit coverage. Meets patient needs by asking questions to determine the best scheduling solution.

+ Reconciliation of credit card transactions and completing es close out at the end of each shift.

+ Maintain necessary supplies for MAA activities in a fiscally responsible manner.

+ Performs technical duties according to departmental standards, policies, and procedures.

+ Demonstrates a positive customer service approach in all internal and external customer experiences.

+ Improves the customer experience through the demonstration of Service and Courtesy Behaviors and focus on Patient Satisfaction.

+ Under minimal supervision, coordinates appointments, handles phone calls, and reschedules/confirms appointments.

+ May coordinate, schedule, and follow up on phases of specialty referral appointments.

+ Provides exceptional customer service and maintains patient confidentiality.

+ The MAA demonstrates skill in use of computers, possesses strong verbal and written communication skills, and behavior is always professional.

+ Interacts with all levels of staff in all departments; physicians, patients, families as well as external contacts, such as employees of other healthcare institutions, community providers and agencies concerning the healthcare of the patient.

+ Interacts with other healthcare providers to report and ask for or to clarify information.

+ MAA works in a fast paced, sometimes stressful environment with a strong focus on customer service.

Qualifications:

+ Medical terminology preferred.

+ One year customer service and computer skills required.

+ One year customer service in health care, payment processing, and EMR experience preferred.

+ Ability to convey information to customers in a warm, clear, and concise manner.

+ Demonstrates positive customer service behaviors.

+ Able to stand, walk, bend, squat, reach, and stretch frequently.

+ Requires fine motor skills, adequate eye hand coordination, and ability to grasp and handle objects.

+ May be required to lift 75 pounds.

+ Must use standard precautions due to threat of exposure to blood and body fluids.

+ Needs to communicate effectively through reading, writing, and speaking in person or on telephone.

+ Use of computers will be required.

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 The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. 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._

_Qualified applicants with criminal histories will be considered for employment in a manner_ _consistent with all federal, state and local ordinances._