Behavioral Health Customer Service Advocate - Evernorth Health Services - Remote

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Requirements:

• Bachelor’s degree in psychology, social work, or a related field, or bachelor’s degree in another field plus 2+ years of behavioral 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

Responsibilities:

• 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
• Utilize resources and independent judgment to deliver accurate information, exceptional service, and resolution on the first call
• Collaborate with matrix partners and coordinate seamless handoffs to clinical teams for timely support
• Navigate multiple systems and applications across multiple screens while on calls (sometimes up to 9 programs at once)