LPN Bilingual Spanish - Telephonic Care Coordinator - Evernorth

LPN Telephonic Care Coordinator - Bilingual Spanish (Case Management Analyst) – Evernorth Workplace Care

Evernorth Workplace Care offers health care delivery services along with population health and health coaching solutions, conducted in person.
Our mission is to deliver proactive, personalized, and holistic patient care and coaching by acting on health data and insights to improve the overall health and wellness of our clients’ employees, and those they care about most, by providing access to high quality, affordable services where they work and live.

Our Evernorth Workplace Care solution isn’t a one-size-fits-all model. Using data-driven insights, we’ll customize a solution that addresses your organization’s most pressing needs—creating a more affordable, predictable, and simple health care experience.

The program mission is to improve the health of those with chronic conditions through a holistic, individualized approach which supports improvements in productivity, health status, and appropriate use of medical services.

• Support inbound calls from a dedicated client queue.
• Assist in the identification of customer health education needs through health assessment activities.
• Use and apply Preventive Guidelines as well as general health and wellness strategies to set goals to improve overall health of customers.
• Educate and refer customers to available health resources and Cigna Medical Management programs as appropriate.
• Provide 1:1 in-the-moment coaching to customers around behavior change opportunities to improve health status, reduce health risks, and improve quality of life.
• Assess readiness to change, work with customers to establish health improvement plans, and assist customers in setting personalized health goals.
• Empower customers with skills to provide enhanced interaction with their health care providers.
• Document interactions and interventions as directed in appropriate systems.
• Provide approved health and wellness education and send supporting materials.
• Persuasively explain program benefits.
• Communicate effectively to engage customers in health coaching programs.
• Complete eligibility verification with customers and provide service/process explanation.
• Identify incentive requirements if applicable and communicate options to customer.
• Ensure exceptional customer service.
• Use telephone, internet, mail, and internal Cigna resources to achieve optimal service levels for participants/providers.
• Work in a team environment under guidance of leads and supervisors.
• Monitor and respond to incoming messages via phone and e mail with adherence to program time frames and client deliverables.
• Identify and solve issues and concerns with customers and providers.
• Escalate issues and concerns as appropriate to leads and supervisors.

• Graduate of approved LPN/LVN program
• Active and unrestricted LPN license in respective state
• Bilingual in English/Spanish and ability to pass written and oral language assessment
• At least 3 or more years of LPN experience in a hospital or provider's office
• Bachelor’s degree preferred.
• Customer Service or experience in a telephonic or LPN Triage Nurse role
• Computer skills and ability to talk and type at the same time, and navigate through multiple open windows and tabs
• Ability to build rapport with patients
• Must reside local to NW GA for periodic in person trainings and team meetings
• Ability to work scheduled hours: 10:30 am – 7 pm Eastern Monday – Friday

• Customer-centric Focus
• Dynamic personality

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 10

Mbps download/5

Mbps upload.

For this position, we anticipate offering an hourly rate of 24 - 36 USD / hourly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

At The Cigna…