• Specialize in different customer journeys according to market segmentation and account size • Manage customer satisfaction, including monitoring tactical actions established with other teams that arise from this activity • Map and propose strategic actions for the continuous improvement of the customer journey and experience • Work with internal teams through a customer experience improvement agenda to continuously increase customer satisfaction • Monitor KPIs at each stage of the customer journey (e.g., onboarding, adoption, etc.) to track customer satisfaction and identify opportunities for improvement • Support the creation and oversee execution of proactive and reactive playbooks for each type of customer interaction, monitoring the actions taken by other teams • Manage the consolidated health score and factor-level scores for your list of customers/segments • Orchestrate playbook execution, tracking progress and ensuring responsible stakeholders fulfill their duties in actions taken to resolve customer issues • Lead strategic interactions with long-term customers • Support marketing and communications initiatives to maximize value delivered to customers • Ensure and advocate for the cleansing and accuracy of customer data in systems integrated with SenseData • Promote customer centricity across all teams and interactions within the company, reinforcing the commitment that everyone, without exception, is responsible for delivering excellence in the customer journey and experience.

Department: 10334 Enterprise Revenue Cycle - Revenue Cycle Support: Midwest Status: Full time Benefits Eligible: Yes Hours Per Week: 40 Schedule Details/Additional Information: Remote Monday-Friday 8:30am-5pm Pay Range $21.85 - $32.80 Major Responsibilities: - Receives incoming calls from patients as well as business office team members to perform coverage updates. Updates information in the Electronic Health Record(s) (EHR) to ensure coverage is verified and accurate. Ensures appropriate steps are taken to initiate claims on affected transactions. - Performs updates based on Visit Filing Order changes daily, ensuring claims are sent to the correct primary and/or secondary payor. - Reviews electronic eligibility transactions returned for patients with upcoming services, as well as for services that have already been billed to the patient, performing the necessary updates to coverage as needed to ensure accuracy of coverage information. - Sends and receives Customer Relationship Management requests (CRM) to communicate with other team members in the business office regarding patient-initiated insurance concerns. - Follows up on patient-initiated insurance changes through the EHR Patient Portal and makes updates as necessary. - Performs guarantor account updates based on patient-initiated requests, ensuring the appropriate guarantor type is being used based on billing requirements. - Updates hospital account records (HARs) and visits to ensure Smart Chart identified data discrepancies are corrected. - Works other EHR workqueues related to patient demographic, guarantor, and coverage information as needed. Licensure, Registration, and/or Certification Required: - None Required. Education Required: - High School Graduate. Experience Required: - Typically requires 2 years of experience in health care, with focus on registration, insurance, and billing. Knowledge, Skills & Abilities Required: - Knowledge and understanding of Revenue Cycle-specific insurance and billing procedures preferred. - Previous data entry experience and demonstrated proficiency with emphasis on speed with accuracy. - Good organizational ability as well as solid written and verbal communication skills. - A basic understanding of EHRs, with the ability to gain deeper knowledge. - Knowledge of Medicare, Medicaid and third-party payors. - Knowledge of medical terminology. Physical Requirements and Working Conditions: - Must be able to sit most of the workday. - Must be able to lift up to 10 lbs. occasionally. - Operates all equipment necessary to perform the job. - Exposed to a normal office or home office environment. This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties. Our Commitment to You: Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including: Compensation - Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training - Premium pay such as shift, on call, and more based on a teammate's job - Incentive pay for select positions - Opportunity for annual increases based on performance Benefits and more - Paid Time Off programs - Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability - Flexible Spending Accounts for eligible health care and dependent care expenses - Family benefits such as adoption assistance and paid parental leave - Defined contribution retirement plans with employer match and other financial wellness programs - Educational Assistance Program About Advocate Health Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.

Job Description: The Eligibility Senior Representative performs specialized patient access functions requiring an advanced understanding of insurance benefits and processes to successfully communicate with Payers, Pharma, Physicians, and Patients. Relies on experience and knowledge of industry best practices to communicate knowledge of pending referrals that may have an adverse impact on the patient experience. This individual can proactively recognize trends, identify and clarify patients’ needs, and work towards solutions.  ESSENTIAL FUNCTIONS: - Facilitate cross-functional resolution of drug coverage issues & proactively address, research & resolve issues impacting referral turn-around time.  - Independently resolve basic patient claims issues using key subject matter knowledge.  - Prepare and review claims to ensure accuracy to payer requirements, including but not limited to codes, dates, and authorizations. - Effectively collaborate with internal departments to resolve issues or provide any needed information, always using professional communication. - Contact benefit providers to gather policy benefits/limitations.  - Perform medical /pharmacy benefits verification requiring complex decision skills based on payer and process knowledge. - Complete other projects and additional duties as assigned.  JOB QUALIFICATIONS: - High school diploma or GED required, bachelor’s degree preferred - At least 2+ years of related working experience. - Must have Health care experience with medical insurance knowledge and terminology and experience in patient access. - Intermediate data entry skills and working knowledge of Microsoft Office. - Excellent phone presentation and communication skills. - Demonstrated ability to handle professionally challenging customers. - Ability to adapt in a dynamic work environment and make decisions with minimal supervision. - Advanced problem-solving skills and the ability to work collaboratively with other departments to resolve issues with innovative solutions. ABOUT THE DEPARTMENT: Through our range of health care products and services offered, Accredo team members provide in-depth care for patients with chronic health conditions like hemophilia, oncology, rheumatoid arthritis and growth hormone deficiency. In addition to health care products, we provide comprehensive management services – including outcomes measurement, counseling, clinical care management programs, social services, and reimbursement services. By performing in these very high-touch roles, employees have a daily opportunity to make a positive impact on their patients’ lives. 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 19 - 29 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 Evernorth Health Services Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. 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.

Make our E-Commerce Team your best move ever! We’re looking for a customer‑focused and diligent Online Customer Support Representative. Why here? TricorBraun is a global packaging leader, with team members working in locations throughout the Americas, Europe, Asia, Australia and New Zealand. As North America’s largest distributor of primary packaging, we provide innovative solutions to customers from a wide variety of industries. Our customers range from innovative start-ups to the world’s most iconic brands. We put people first and live by that every day. Join us and you will be welcomed by our friendly, motivated and supportive team. Many of the products we distribute are already sitting in your home. Your role here In this role, you'll be responsible for guiding customers through online ordering, ensuring accurate and timely order processing, and serving as a key partner to both internal teams and external customers. You will be the first point of contact for online customer inquiries. You will support order accuracy, shipment coordination, and overall customer happiness. #LI-Remote Your experience and background - Experience in customer service, ecommerce support, and/or order management. - Strong written communication skills and a polished, customer‑forward approach. - Familiarity with ERP and CRM systems; Microsoft Dynamics experience. - Ability to balance multiple priorities with accuracy, urgency, and attention to detail - Understanding of order processing, logistics, transportation coordination, or related workflows. - Experience working with Sales, Operations, Production, Logistics, and Customer Service teams. - Comfortable assisting customers with online ordering systems and resolving issues. - Strong problem‑solving abilities with good decision-making for customer concern when needed. - Track record of being organized and can meet time‑sensitive deadlines in a fast‑paced environment. What you can expect from us Because we’re a well-known and respected leader in packaging, we have many opportunities here. We’ll get you started with an exceptional training program providing classroom, online, and hands-on work with colleagues. There’s always someone to answer any questions and ensure you’re getting the right information you need to excel. And the compensation and benefits are what you should expect from a people-first company. - Competitive compensation packages - Comprehensive benefits in medical, dental, and vision insurance - Retirement plan with employer match - Paid time off plus holidays - Tuition reimbursement, and much more We are proudly an equal opportunity employer and will consider all applications.