Cigna
MA
Position Summary The PCC team member will report to a Call Center Team Lead, serving as the gatekeeper of the Patient Waiting Room, Exception Queue, Customer Service Escalations via email, and occasional Inbound Call Center support. The PCC (HSS Level 3) team member is a subject matter expert with call center, clinical, provider, and policy and procedures. They act as a support team to providers as well as outbound patient outreach to assist with any scheduling/rescheduling needs. Responsibilities Schedule or reschedule appointments for phone or video consultations Assist with scheduling behavioral health appointments, outreach to providers for availability Assist with language specific consultations video or phone consultations for non-English speaking patients Send escalated alert notification of low provider coverage for state specific patient phone or video consultations to medical providers via text Monitor PCC exception queue and on-call...
