The Customer Service Associate Representative provides support to participants, clients, and providers by answering inquiries related to group health benefits and claims payments. The role also includes researching claims, documenting interactions, and assisting team members as needed. Essential Job Functions - Answer telephone calls from plan participants, group contacts, and providers regarding benefits and claims. - Provide clear, accurate, and timely responses to information requests. - Document all calls in Chronolog by summarizing key points of each conversation. - Return messages from designated voicemail boxes. - Read, interpret, and apply plan documents, new amendments, and updates for multiple clients. - Meet with clients as needed to assist with questions about their health benefit plans. - Support team members and cross‑functional partners as requested. - Log faxed claims and enter fax information into Chronolog. - Return misdirected claims to the appropriate provider. - Assist members with navigating the website. - Meet or exceed company standards for quality and production. - Maintain punctual and reliable attendance. - Support claim information research and identification. - Assist with provider record maintenance tasks. - Index claims and correspondence batches. - Complete responsibilities assigned for specific client groups. - Aid in employee training and cross‑training. - Research and prepare refund documentation. Quality Assurance Measurements - Consistently meet or exceed company standards for production, quality, and audit performance. Minimum Education - High school diploma or GED required. Minimum Experience - Basic computer and customer service experience. - Excellent verbal and written communication skills. - Proficiency with PC tools including Windows, Word, and Adobe Acrobat; ability to learn new software. - Minimum typing speed of 45 wpm. - Strong listening skills and attention to detail. - Basic mathematical competency. - High interpersonal skills and the ability to work collaboratively. - Ability to organize and recall large amounts of detailed information. - Capability to read, analyze, and interpret benefit plans, insurance documents, and regulations. - Professional attitude with the ability to project a positive image in all work environments. - Commitment to privacy and confidentiality standards. - Flexibility to work under pressure and meet deadlines. - Strong problem‑solving abilities with professionalism and patience. 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.

• Manage the activities of a team of Customer Support Specialists • Handle day to day aspects of complex projects and high-level customer concerns • Interface with regulators, customers, salesforce, and operations to ensure smooth acceptance and disposal of waste • Work with sales representatives on pricing, scheduling and transportation issues • Monitor calls to observe support specialist’s demeanor, technical accuracy, and conformity to company policies • Recommend approaches and services to provide customers with exceptional service • Determine work procedures, prepare work schedules, and expedite workflow • Study and standardize procedures to improve efficiency • Provide proposals in reply to customer's requests for services • Make decisions on how to schedule and coordinate transportation services • Arrange off-site shipments, prepare profiles, manifests and correspond with transportation department • Ensure customer service supports sales representatives in their effort to secure and maintain a client base • Gather information and complete audits from customers • Partner with attorneys to draft and revise contracts • Create budgets and track expenditures • Provide training and guidance to staff to ensure performance goals are established, tracked and achieved • Participate in strategic planning to sustain and grow programs and service

Introduction At Gallagher Benefit Services, you’re a trusted partner to organizations navigating some of their most important people decisions. We help clients build better workplaces, where people feel supported, empowered, and inspired to thrive. Whether it’s shaping benefit strategies, designing wellbeing programs, or advising on workforce challenges, the work you do here creates meaningful change for businesses and the people who power them. We’re a community of bold explorers, trusted experts, and compassionate partners; working side by side to solve problems, and shape the future of work. Here, curiosity is encouraged, collaboration is second nature, and your ideas have room to grow. If you’re looking for a place where your contribution matters and where you can help build a better world of work; think of Gallagher. Overview Your Way Insurance is a people-first organization built on compassion, integrity, and service. Our greatest strength lies in our talented and driven team, dedicated to helping seniors find Medicare plans that truly fit their needs, the right way. Through our one-stop shopping experience, we make it easy to compare top national health insurance carriers and choose coverage with confidence. Now part of Gallagher, a global leader in insurance, risk management, and consulting, you’ll join a network of professionals committed to empowering individuals, businesses, and communities to thrive. We believe every candidate brings something unique to the table, including you! This is a fully remote role. An application with us takes only 3 minutes! How you'll make an impact - Accepting internal inbound calls from sales agents to conduct third party verification - Verify client’s information, Dr’s & Rx as shown on their application & confirm intent to enroll - Conduct HRA/MCA assessments - Present options for Carrier mail order pharmacy - Answer questions customer may have with their new plan - Driving higher effectuation & long-term value for company About You - An active Resident Health Insurance License and any additional certifications/licenses as required by CMS - Ability to interact professionally with customers, addressing their needs and concerns effectively. - Experience using Customer Relationship Management (CRM) software, call center software, and Medicare Enrollment tools to manage customer interactions and resolve customer issues. - Skills in Microsoft Office applications for organizing and tracking information. - Attention to detail and the ability to maintain accurate and organized records of customer interactions. - Comprehensive understanding of Medicare regulations, policies, and procedures in the US healthcare system. - Ability to explain complex healthcare information to clients in a clear and understandable manner. - Commitment to ongoing education and training to stay updated with changes in Medicare regulations and policies as set by CMS and other relevant governing bodies. - A valid and active license to sell Medicare plans as well as prior experience working in the healthcare industry are desirable, but not required. Compensation and benefits We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, complexity or scope, specialized skill set, lines of business/practice area, supply/demand, and scheduled hours. On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve: - Medical/dental/vision plans, which start from day one! - Life and accident insurance - 401(K) and Roth options - Tax-advantaged accounts (HSA, FSA) - Educational expense reimbursement - Paid parental leave Other benefits include: - Digital mental health services (Talkspace) - Flexible work hours (availability varies by office and job function) - Training programs - Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing - Charitable matching gift program - And more... **The benefits summary above applies to fulltime positions. If you are not applying for a fulltime position, details about benefits will be provided during the selection process. We value inclusion and diversity Click Here to review our U.S. Eligibility Requirements Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.

• Handle technical inquiries and incidents within 2nd Level Support • Analyze and resolve complex issues related to: Domains & DNS, Hosting, Email services, Web technologies • Take over escalations from 1st Level Support and drive them through to full resolution • Coordinate with internal teams, partners, and domain registries • Document solutions and contribute actively to the continuous improvement of processes and service quality • When required, support customers via chat, email, and phone • Assist in project implementation and coordination • Participate in cross-functional technical projects