**Medical Administrative Senior Representative** **Summary:** The Medical Administrative Senior Representative (MAA) is an integral member of the multi-disciplinary team who functions under the direction and supervision of a registered nurse and/or licensed physician. The position provides professional, courteous, and friendly assistance to our customers. The MAA serves as a resource for internal and external customers by utilizing several resources such as established Evernorth policies, protocols and guidelines to ensure delivery of quality care within the guidelines of Evernorth Care Group Standard Operating Procedures, and Policies & Procedures. Contributes to the organization’s drive to achieve improved individual customer experience, improved health and quality of care, and reduced cost of care. **Responsibilities and Essential Functions:** + Place the patient first in all you do to make each patient interaction a positive experience. + Provide each patient with an exceptional customer experience by greeting them with a warm welcome and smile while maintaining eye contact. + Introduce yourself and role to the patient/customer with whom you are interacting. + Always maintain a professional appearance of self and the workplace. + Communicate with patients promptly and efficiently using words the patient understands; keep the patient informed of delays in service and/or clinician wait times. + Take ownership and accountability for responding to patient questions, concerns, or complaints. Consistently seek assistance to help the patient if you are unable to resolve on your own. + Provides immediate service recovery and work to exceed patient/customer expectations surrounding resolution of concerns. + Anticipate patient’s stated and unstated needs. Talk with them in depth so you understand what the patient truly needs. Provides explanations and support to meet those needs. + Consistently keep personal conversations private. + Patient information is consistently maintained in a private and secure manner, always complying with HIPAA Guidelines. + Consistently thanks the patient for allowing Evernorth Care Group to provide their healthcare and ask if there is anything else we can do for them during their visit. + Using the courtesy behaviors, greet and check in patients at the health care centers. Verify coverage and eligibility, and complete appropriate paperwork. Requests co-payment from patient in a polite manner. If patient expresses disagreement with co-payment request, lets patient know you will follow-up and proceed with check-in process. + Consistently maintains quality of patient care by obtaining detailed information in messages and documents in the EMR. + Schedules appointments accurately and verifies benefit coverage. Meets patient needs by asking questions to determine the best scheduling solution. + Reconciliation of credit card transactions and completes close out at the end of each shift. + Maintain necessary supplies for MAA activities in a fiscally responsible manner. + Performs technical duties according to departmental standards, policies, and procedures. + Demonstrates a positive customer service approach in all internal and external customer experiences. + Improves the customer experience through the demonstration of Service and Courtesy Behaviors and focus on Patient Satisfaction. **Minimum Qualifications:** + Medical terminology preferred. + One year customer service and computer skills required. + One year customer service in health care, payment processing, and EMR experience preferred. + Ability to convey information to customers in a warm, clear, and concise manner. + Demonstrates positive customer service behaviors. 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. **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 to provide your resume as you will not receive a response._ _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 program prior to 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._