RN or PT- Musculoskeletal (MSK) Care Advocate-Remote

Evernorth MSK Care Advocate

The Role

Through digital and telephonic means, you will use clinical acumen to apply a holistic, whole person health lens.  Customer support includes triaging customer needs, educating customers on MSK treatment approaches, creating personalized goals, optimizing the use of their insurance plans and benefits, assisting with payer-related issues, collaborating with providers, connecting to other available programs, tracking customer progress, and following through to proven outcomes.

Are you:

• Flexible? Do you flourish in a rapidly changing environment?
• An excellent communicator? Is digital (messaging and email) and telephonic communication your strength and do you feel comfortable communicating with customers, providers, and health plans?
• Empathetic? Does empathetically connecting with customers come naturally to you? Are you able to quickly build rapport with customers, relate with them, and are you sensitive to their unique situations and journeys?
• Innovative? Do you enjoy being a part of building trailblazing services for customers?
• A critical thinker? Are you able to understand a problem and pivot on the fly to help customers achieve the best outcome?
• Tech savvy? Do you have very strong computer skills, and can you easily navigate new technology platforms with minimal ramp up?
• A big picture thinker? Are you able to connect the dots and understand the big picture, especially in regard to connecting customer’s health care journey with the various opportunities and programs they may have available to them?
• Passionate? Is going the extra mile to help customers change their lives for the better something you are truly passionate about?

Major Responsibilities and Desired Results:

• Uses digital and telephonic technology to connect with and coach customers of diverse backgrounds at various stages of their health MSK journeys to improve their health status, reduce health risks, and improve quality of life.
• Uses cognitive behavioral coaching techniques and principles of cultural humility to connect with customers, address and remove barriers, and help them realize their true potential.
• Manages the end-to-end customer experience, which includes but is not limited to:
  • Educating customers on the MSK Program and other opportunities available to them.
  • Triaging customers’ needs and responding according to clinical urgency.
  • Administering brief assessments to quickly understand the customer’s history, vision of wellness, and goals.
  • Assessing readiness to change, co-creating the customer’s wellness vision, and helping customers choose and manage goals.
  • Empowering customers to make educated health care decisions and with skills to provide enhanced interactions with their providers.
  • Connecting customers with available and clinically appropriate health plan benefits and programs (e.g., in-person or virtual physical therapy, behavioral, pharmacy, etc.) throughout their journeys.
  • Supporting customers through the surgical pathway, before, during and after the procedure
  • Patiently answering questions about digital communication and engagement while addressing technology hesitancy and challenges.
  • Building solid working relationships with internal and external matrix partners, providers, and other health care plans.
• Continuously switches between digitally and telephonically communicating with customers while providing a seamless support experience.
• Independently and proactively manages digital alerts, messages, and tasks, along with telephonic interactions with customers.

• Complies with all accreditations, State and Federal mandates.
• Completes training as required per role and demonstrates evidence of continuing education to maintain clinical expertise and certification as appropriate.
• Stays abreast of current health trends by taking accountability for ongoing learning.
• Performs other related duties incidental to the work described herein.

Cultural Beliefs:

Additionally, you will be responsible for the adoption and demonstration of the Care Solutions cultural beliefs.  You will be responsible for role modeling the six cultural beliefs to drive personal accountability and organizational results.

Customer Strong: I deliver a world-class experience for all my customers. Me to We: I take accountability to trust, partner and deliver. Be Bold: I pioneer and think broadly to solve challenges. Own It: I see a need and deliver value because I care. Evolve and Adapt: I learn and adapt to meet evolving business needs. Take Care: I prioritize self-care and act with compassion toward colleagues.

Registered Nurse Strongly Preferred:

Active unrestricted Registered Nurse (RN) license in a state or territory of the United States

Three years full-time equivalent of direct clinical care to the consumer

Preferred experience in orthopedics/neurologic, acute rehabilitation, and/or skilled nursing

OR

Physical Therapist Strongly Preferred:

Active unrestricted Physical Therapy (PT) license in a state or territory of the United States

Three years full-time equivalent of direct clinical care to the consumer

Preferred experience in orthopedics/neurologic, acute rehabilitation, and/or skilled nursing

Hours:

Between the hours of 9am and 9pm EST.

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 annual salary of 75,300 - 125,500 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That’s why 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) with company match, 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, visit Life at Cigna Group.

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.

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