Behavioral Health Member Advocate - Evernorth Behavioral Health - Remote

Do you have a bachelor's degree and are ready for a meaningful career where you can make an impact and improve lives? Join us as a Behavioral Health Customer Service Advocate - an inbound call centre role focused on helping people access needed care. You will support members and providers seeking services for mental health and/or substance use disorders. This position features a structured work schedule with a designated queue time.

Using empathy, active listening, multitasking, and problem-solving skills, you will help ensure every caller’s experience with Evernorth is both efficient and compassionate.

• Take back-to-back phone calls from members and providers (calls last about 8-10 minutes).
• Triage and conduct intake for risk of harm and substance use concerns.
• Communicate eligibility, assist with scheduling appointments and providing referrals, quote benefits, and advise on authorization requirements.
• Utilise resources and independent judgement to deliver accurate information, exceptional service, and resolution on the first call.
• Collaborate with matrix partners and coordinate seamless hand-offs to clinical teams for timely support.
• Navigate multiple systems and applications across multiple screens while on calls (sometimes up to 9 programmes at once).

• Bachelor’s degree in psychology, social work, or a related field, or bachelor’s degree in another field plus 2+ years of behavioural health experience.
• Customer service experience.
• Strong time management and multitasking abilities.
• Proficiency with typing and PC usage.
• Must remain at your workstation while handling calls from a phone queue.

Monday-Friday, 8:30 AM-5:00 PM CST

A permanent 8-hour shift between the hours of 7 AM-7 PM CST will be offered based on business need.

Remote or home work:
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fibre optic internet service provider with speeds of at least 10 Mbps download/5 Mbps upload.

For this position, we anticipate offering an hourly rate of 19-29 USD / hour, depending on relevant factors, including experience and geographic location. This role is also anticipated to be eligible to participate in an annual bonus plan.

• Medical benefits.
• Vision benefits.
• Dental benefits.
• Well-being and behavioural health programmes.
• 401(k).
• Company-paid life insurance.
• Tuition reimbursement.
• A minimum of 18 days of paid time off per year.
• Paid holidays.
• Leaves of absence.

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, colour, 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 need a reasonable accommodation to complete the online application process, please email  for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

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 programme before 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.

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.