Job Overview
Location
Montana Work at Home
Job Type
Full-time
Category
Customer Support
Date Posted
March 27, 2026
Full Job Description
đź“‹ Description
- • The Customer Service Representative (CSR) role at Cigna Healthcare is vital to ensuring seamless coordination between providers and the Allegiance Care Management (ACM) team, directly supporting timely pre-treatment reviews and case management services that impact patient care outcomes.
- • This remote position based in Montana plays a key role in maintaining high-quality, compliant customer service operations for a national healthcare leader, contributing to efficient authorization workflows and reducing unnecessary provider inquiries through proactive support and education.
- • Day-to-day responsibilities include answering incoming provider phone calls regarding pre-treatment review status and case management inquiries, ensuring accurate and timely responses while adhering to regulatory and internal quality standards.
- • The CSR documents all interactions in the Case Management platform, maintains detailed records for audit and referral purposes, and returns voicemails promptly to ensure continuity of care and service.
- • A core function involves interpreting complex plan documentation, benefit summaries, and insurance regulations to determine appropriate next steps, including verifying CPT/ICD codes using official databases to assess whether medical review is warranted.
- • The role includes initiating referrals for Case Management when clinical needs are identified, distributing medical review response letters via fax as requested, and assisting with incoming fax queue management to support operational efficiency.
- • CSRs actively promote the use of Allegiance Care Management’s external self-service tools to providers, aiming to reduce call volume by empowering users to access information independently.
- • They follow up with callers when additional research is needed, communicate clearly about what specific information is required to complete a review, and ensure all interactions are conducted with professionalism, empathy, and strict adherence to privacy and confidentiality standards.
- • Performance is measured against company benchmarks for production, quality, and audit compliance, with expectations to consistently meet or exceed standards while maintaining regular, punctual attendance in a remote work environment.
- • The role demands strong organizational skills to manage high volumes of detailed information, the ability to multitask under pressure, and a commitment to continuous learning as systems and policies evolve.
- • Working within Allegiance by Cigna Healthcare—a division with over 40 years of expertise in medical benefits administration—the CSR contributes to a high-touch service model that supports innovative health benefit strategies across the nation.
- • This position offers the opportunity to develop deep knowledge of healthcare utilization management, medical terminology, insurance regulations, and customer service excellence in a regulated, mission-driven environment.
- • Employees gain experience with enterprise healthcare platforms, refine communication and problem-solving abilities, and build a foundation for advancement within Cigna’s broader HR, operations, or care management career paths.
🎯 Requirements
- • High school diploma or GED required; Bachelor’s degree preferred
- • Basic computer proficiency and customer service experience required; medical terminology or medical coding experience preferred
- • Excellent oral and written communication skills; ability to read, analyze, and interpret benefit plans, insurance documents, and regulatory guidelines
🏖️ Benefits
- • Remote work eligibility with requirement for cable broadband or fiber optic internet (minimum 10Mbps download / 5Mbps upload)
- • Access to Cigna Healthcare’s comprehensive employee benefits package, including health, dental, vision, and wellness programs
- • Commitment to equal opportunity employment and reasonable accommodations for qualified applicants with disabilities
- • Tobacco-free hiring policy in applicable states, with support for smoking cessation programs prior to employment
- • Consideration of qualified applicants with criminal histories in compliance with federal, state, and local laws
Skills & Technologies
Fiber
Onsite
Degree Required
About The Cigna Group
The Cigna Group is a global health services company formed in 1982 through the merger of Connecticut General and INA Corporation. It provides medical, dental, disability, life and accident insurance, pharmacy benefit management, and behavioral health services to employers, individuals and government entities. Headquartered in Bloomfield, Connecticut, the company operates in over 30 countries and jurisdictions, serving more than 180 million customer relationships worldwide through its subsidiaries and affiliates.
Get more remote jobs like this
Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.
Newsletter
Weekly remote jobs and featured talent.
No spam. Only curated remote roles and product updates. You can unsubscribe anytime.
