The UM CSR is responsible for the coordination and collaboration of provider phone calls related to pre-treatment review status and Case Management call coordination. The UM CSR will perform all customer service-related duties of the ACM team related to service/authorization requests and Case Management call coordination, responding promptly to all calls. ESSENTIAL JOB FUNCTIONS: - Answers telephone calls pertaining to pre-treatment review status - Answers telephone calls pertaining to Case Management services and directs appropriately - Provides clear and accurate responses to requests for information - Documents all calls in Case Management platform for future referral - Returns messages left in designated voice mailboxes - Reads and interpreters plan documentation language pertaining to review requirements - Meets or exceeds company standards for production and quality - Contributes to the daily workflow with regular and punctual attendance - Follows up with callers when research is needed to provide an accurate answer to the caller’s question - Communicate with provider when and what specific additional information is needed to complete a review - Distribute medical review response letters via fax as requested - Initiates referrals for Case Management when appropriate - When necessary, verifies request CPT/ICD codes, and utilizes the CPT database to determine if review is recommended - Promotes the use of ACMs (Allegiance Care Management) external self-service tools to eliminate unnecessary calls - Assists in managing incoming fax queue as necessary - Contributes to the daily workflow with regular and punctual attendance Quality Assurance Measurements - Consistently meet or exceed company standards for production, quality, and audit performance Minimum Education: High school graduation or GED required. Bachelor’s Degree preferred Minimum Experience: Basic computer and customer service required. Medical terminology and medical coding experience preferred Other Qualifications: Excellent oral and written communication skills required. PC skills, including Windows and Word. Must be able to adapt to software changes as they occur. Good interpersonal skills, works effectively with others. Ability to organize and recall large amounts of detailed information. Ability to read, analyze and interpret benefit summary plan descriptions, insurance documents, plan benefits, and regulations and make appropriate applications to specific situations. Ability to identify errors/oversights and make corrections. Ability to project a professional image and positive attitude in any work environment. Ability to comply with privacy and confidentiality standards. Ability to be flexible, work under pressure, meet deadlines. Ability to analyze and solve problems with professionalism and patience, and to exercise good judgment when making decisions. About Allegiance by Cigna Healthcare Since 1981, Allegiance by Cigna Healthcare has specialized in administering medical benefits, including claims processing, customer service, utilization management, and case management. With a high‑touch approach to member and client service, Allegiance supports some of the nation’s most innovative health benefit strategies. 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 Cigna Healthcare Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. 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 need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes. 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.

We are Farmers – where ambition meets opportunity. At Farmers, we’re not just known for unforgettable jingle – we’re a team with a passion for purpose and making a real difference in people’s lives. We deliver peace of mind when it matters most. Our results-driven, high-performance culture thrives on creativity, accountability and bold solutions. Here, growth isn’t just a goal – it’s a way of life for both the organization and every individual on our team. We tackle challenges head-on, learn from every experience and measure our impact on the customers who trust us. Join an award-winning, equal opportunity employer, where you’ll find more than a job – you’ll find a supportive community. Enjoy competitive benefits, take part in meaningful volunteer projects, and help shape the future alongside talented colleagues across all backgrounds. At Farmers, helping others is at the heart of what we do. Ready to make your mark? Discover our vibrant culture and explore career opportunities at www.Farmers.com/careers/corporate. Connect with us on Instagram, LinkedIn and TikTok, and let’s build something incredible together! Workplace: Remote ( #LI-Remote ) Farmers believes in a culture of collaboration, creativity, and innovation, which thrives when we have the ability to work flexibly in a virtual setting as well as the opportunity to be together in person. Our hybrid work environment combines the best of both worlds with at least three (3) days in office and up to two (2) days virtual for employees who live within fifty (50) miles of a Farmers corporate office. Applicants beyond fifty (50) miles may still be considered. Job Summary If you are the kind of person who likes to solve problems and help others when they need it, you could be a perfect fit to grow your career with Farmers. This position is a critical part of Farmers Insurance as it supports our customers and agents. You will be the first point of contact for our customers, supporting inquiries and insurance policy needs by answering questions regarding coverage, rates, billing issues, and general policy reviews.  We care about your professional development at Farmers, so we offer paid training with our renowned University of Farmers before you start serving customers, so you can succeed in this role! In this role you will: - Deliver exceptional customer service while proactively seeking solutions within compliance and legal requirements.  - Communicate with customers via multiple channels (phone, chats, emails) while navigating multiple systems and platforms. Essential Job Functions - Receive and respond to inquiries related to insurance matters. Interact with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions. Evaluate and interpret policy information within prescribed authority limits. - Access account information and communicate while working in multiple systems. Use account information, deep product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations or decisions. Document customer interactions and outcomes thoroughly in system. - Escalate unresolved issues requiring advanced support for further resolution. - Build knowledge and acumen through self-directed learning. Stay informed about underwriting and policy guidelines and other updates including compliance and legal requirements. Help maintain department knowledge resources to keep them current. - Actively listen to customer concerns to identify trends or patterns. Recognize opportunities for process improvement and makes recommendations to leadership. - Partner with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries. May work with external vendors to further address customer needs. - Adhere to assigned, tightly regulated schedule and follow procedures for requesting time off. Job Details - Start Date & Hours: - Unlicensed start date: Tuesday, May 5th - Licensed start date: Tuesday, June 2nd - Location: - This position will be FULLY REMOTE.  You will need to provide a quiet, distraction-free environment and high-speed internet. - Training: - Class Training will last approximately 2 - 3 months through our award-winning University of Farmers. - During this time you will work with our training team to ensure all log ins are up and running, systems are active, you will enroll in benefits, etc. All the "getting ready for the job" stuff. - Throughout this paid training, you'll experience a blend of instructor led skills training, peer mentoring, and coaching in a live, real-world environment designed to ease you into live work with our agents and/or customers. - Training Hours: Monday - Friday 10:30am - 7:00pm EST. - Post Training Hours: Monday - Friday 10:30am - 7:00pm EST for first 6 months. There will be a mandatory shift bid based on business need and you will be scheduled 40 hours a week between normal business hours. - Normal Business Hours: Monday–Friday: 8:00am–9:30pm EST and Saturday 9:00am–9:30pm EST. Sunday (chat only): 9:00am–9:30pm EST Experience Requirements - Minimum of 1-3 years customer service. - 1 year of experience in call center environment or related field preferred. - Experience providing customer support within a high-volume, complex environment preferred.  - Strong technical aptitude: - Intermediate computer skills with ability to navigate multiple systems simultaneously. - Able to troubleshoot basic issues with equipment such as headset, internet, and connectivity. - Experience with Microsoft Office suite of tools preferred. Education Requirements - High School Diploma or equivalent required. - Other: Producer/Agent Property and Casualty license will be required for this role. The licensing exam must be obtained within a designated number of attempts or testing window in the state(s) in which the license is acquired. - Adjuster, Personal Lines and Life And Health licenses do not meet the preferred licensing requirement. If you are not sure what license you have please follow this link: https://nipr.com/licensing-center/look-up-a-national-producer-number Additional Qualifications - Call center/agency experience. - Demonstrated customer service skills. - Strong verbal communication and listening skills. - Demonstrated written communication skills. - Demonstrated analytical skills. - Demonstrated problem solving skills. - Demonstrates excellent judgment and decision making skills. - Friendly and service-oriented. - Maintains a high degree of professionalism. - Excellent organizational skills. - Highly thorough and dependable. - Possesses flexibility to work in a fast paced, dynamic environment. - Basic computer skills with ability to navigate multiple systems simultaneously. - Able to troubleshoot basic issues with equipment such as headset, internet, and connectivity. Physical Environment - Sits for extended periods of time, up to a full work shift. - Listens to, interprets, and differentiates auditory information (e.g. others speaking) at normal speaking levels with or without correction. - Visually verifies and reads information. - Visually locates material, resources and other objects. - Ability to operate a computer for extended periods of time, up to a full work shift. - Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift. Benefits - Farmers offers a competitive salary commensurate with experience, qualifications and location. o CA Only: $22.82 - $38.61 o CO Only: $21.45 - $33.48 o HI/IL/MN/VT Only: $21.45 - $35.70 o MA Only: $21.45 - $35.70 - o MD Only: $21.45 - $35.70 o DC/NJ/NY/OH Only: $21.45 - $38.61 o Albany County, NY/Cleveland, OH: $22.82 - $33.48 o WA Only: $21.45 - $40.56 - Bonus Opportunity (based on Company and Individual Performance) - 401(k) - Medical - Dental - Vision - Health Savings and Flexible Spending Accounts - Life Insurance - Paid Time Off - Paid Parental Leave - Tuition Assistance - For more information, review “What we offer” on https://www.farmers.com/careers/corporate/#offer Job Location(s): US - AZ, US - CO, US - FL, US - TX Anticipated application deadline: At Farmers, the recruitment process is designed to ensure that we find the best talent to join our team. As part of this process, we typically close open positions within 8 to 21 days after posting. If you are interested in any of our open positions, we encourage you to submit your application promptly. Farmers will consider for employment all qualified applicants, including those with criminal histories, in accordance with the Los Angeles Fair Chance Initiative for Hiring Ordinance or other applicable law. Pursuant to 18 U.S.C. Section 1033, Farmers is prohibited from employing any individual who has been convicted of any criminal felony involving dishonesty or a breach of trust without prior written consent from the state Department of Insurance. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Farmers is an Equal Opportunity Employer and does not discriminate in any employer/employee relations based on race, color, religion, gender, sexual orientation, gender expression, genetic information, national origin, age, disability, marital status, military and veteran's status, or any other basis protected by applicable discrimination laws. Want to learn more about our culture & opportunities? Check out www.Farmers.com/careers/corporate and be sure to follow us on Instagram, LinkedIn, and TikTok. Spokane, WA only: Residents who prefer not to provide their address click here to submit your resume via email: careers@farmers.com

About Tekmetric Tekmetric is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better. Built by a shop owner and shaped by the needs of the industry, Tekmetric brings together innovation, real-world experience, and a thriving community to help shops thrive - not just survive. From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably. Officially founded in Houston in 2017, Tekmetric has grown from a single shop’s vision to the industry’s leading solution - all by staying true to our values of transparency, integrity, innovation, and a service-first mindset. But we’re not just building software. We’re building a movement. We’re empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward - one interaction at a time. Come build with us. Join the journey. Shape the future of auto repair. Working the Tekmetric Way At Tekmetric, we’re building a culture where winning matters - not for ego, but because when our customers win, we win together. We move fast, stay curious, and take full ownership of our results — no excuses, no finger-pointing. If you thrive in ambiguity, take initiative, and view honest feedback as fuel for growth, you’ll feel right at home here. We’re direct but respectful, ambitious yet grounded, and collaborative at every level. Everyone leads through impact and is encouraged to speak up, share ideas, and challenge assumptions (even your manager’s). This is a place for builders, not bystanders. Success here takes focus, follow-through, and a willingness to roll up your sleeves — but if you’re driven by meaningful work and real results, it’s deeply rewarding. You’ll join a team that cares about the work, supports one another, and takes smart risks to achieve bold goals. Be yourself, stay mission-focused, and you’ll thrive. If that energizes you, we can’t wait to meet you. At Tekmetric, great work happens anywhere, but great teams are built through intentional connection. We offer hybrid and remote work models based on your proximity to our office hubs. Because we value in-person collaboration, travel is an expected part of every role. We come together several times a year for team and company-wide offsites to align on goals and strengthen relationships. Attendance at these events is expected and fully supported. This is a part time role (20 hours/week). You must have the ability to work one of the following shifts: 7am-11am CST 8am-12pm CST 9am-1pm CST What You’ll Do - Tackle customer questions head-on with curiosity and enthusiasm — whether it’s over phone, chat, or email — by quickly identifying issues and guiding customers toward effective, satisfying solutions. - Bring energy and empathy to every interaction, making customers feel heard, valued, and genuinely supported — no matter how complex the challenge. - Embrace transparency when helping customers navigate product issues by clearly explaining what’s happening and what to expect next. - Serve as the customer’s voice internally by documenting bugs and collaborating with our development team to advocate for timely fixes and product improvements. - Keep records sharp and accurate by updating tickets, account details, and communication logs with care. - Stay sharp on product features, industry trends, and customer service best practices — and bring that knowledge into every conversation. - Invite feedback from customers with confidence and curiosity, helping us constantly level up our service and product experience. - Consistently meet or exceed performance goals that help us deliver best-in-class support. - Jump in to support teammates when needed — we grow stronger together. This is an exciting and rewarding role for anyone that wants to develop or even kick-start their career in customer success! There are many opportunities for career development and progression. What You’ll Bring - A minimum of 1 year of experience in a customer-facing role across any industry (e.g., SaaS, hospitality, retail, or service environments) - Demonstrates high empathy and energy, with a naturally outgoing, customer-centric (hospitality-driven) personality - Technically curious and forward-thinking, with strong organization and excellent verbal and written communication skills - Familiarity with basic financial and accounting concepts, with a general business mindset - Strong empathy for customers AND passion for growth - Great interpersonal skills with a problem-solver mentality - A high level of energy, drive, enthusiasm, initiative, commitment, integrity and professionalism - A strong aptitude for quickly building rapport with customers - A self-starter attitude with solid organizational skills and attention to detail - Demonstrated ability to quickly learn and navigate new software and tools - Background in team sports, college athletics, or other high-performance team settings is a plus - You balance independent work with a strong presence during in-person collaboration days Why You'll Love Working With Us Health & Wellness That Have You Covered: - Enjoy the flexibility of remote work - Competitive base salaries that reflect your value. - Generous Paid Time Off, because we know you do your best work when you're well-rested. - Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones. - Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families. - Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp. Investing in Your Future (and Present): - 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you. - Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further. - Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind. - Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best. - After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you. - Keep growing with support for continuing education - we’re invested in your development. Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities! Tekmetric is an equal opportunity employer. We hire hard working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

• Provide excellent customer service through phone, email, chat, or other contact methods, while communicating clearly and professionally • Thoroughly and accurately document all customer accounts immediately after any action • Effectively use job tools and job aids, applying basic troubleshooting steps to resolve customer inquiries before escalating • Assist with simple certificate requests and manage email inboxes • Self-manage tasks, taking initiative and working independently with minimal supervision to ensure optimal service • Adapt quickly to shifting customer needs and channel demands, while demonstrating empathy in every customer interaction • Provide frontline feedback on recurring customer pain points to improve processes and AI responses • Required to perform other duties as requested, directed, or assigned