Provider Command Center Representative - Customer Service Representative - Remote

Position Summary

The PCC team member reports to the Call Center Team Lead and serves as a critical gatekeeper for the Patient Waiting Room, Exception Queue, Customer Service email escalations, and occasional inbound call center support. As a PCC (HSS Level 3) team member, this role functions as a subject matter expert across call center operations, clinical workflows, provider support, and established policies and procedures. This position supports medical providers and conducts outbound patient outreach for appointment scheduling and rescheduling.

Responsibilities

• Schedule and reschedule phone or video consultations.
• Support the scheduling of appointments, including outreach to providers for availability.
• Coordinate language-specific phone or video consultations for non‑English‑speaking patients.
• Send escalated alert notifications to medical providers via text when provider coverage is low for state‑specific consultations.
• Monitor the PCC exception queue and on‑call waiting room to ensure patients are seen within 60 minutes, meeting MDLIVE SLAs.
• Respond to customer service emails—including general inquiries, contact requests, appointment requests, refund inquiries, and billing questions—within 30 minutes or less.
• Provide occasional support to the Inbound Call Center as needed.
• Answer the dedicated provider support line and assist providers with inquiries.
• Report system issues related to CSAdmin, the patient portal, or the provider portal to production support and submit Jira tickets as necessary.

Qualifications

• High School Diploma or GED required.
• Legacy MDLIVE Call Center customer service experience required.
• Experience with Health Service Specialist, (HSS) training required.
• Experience with CSAdmin system required.
• Exceptional attention to detail.
• Ability to work effectively in a fast‑paced environment.
• Strong multi‑tasking skills and ability to manage shifting priorities.
• Excellent verbal and written communication skills.
• Strong resolution and recovery capabilities.
• Resilience in adapting to ongoing business updates, training, and evolving responsibilities.
• Proficiency with Microsoft Word and Excel.
• Work schedule – Monday, Tuesday, Friday, Saturday & Sunday 12:30pm – 9:00pm EST. Wednesday and Thursdays are days off.

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.

For this position, we anticipate offering an hourly rate of 17.75 - 19 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 Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, click here.

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: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or t