The After Hours Advocate serves as the first point of contact for members and providers seeking support for behavioral health and substance use services. This role handles inbound calls, helps members navigate benefits and access to care, provides provider referrals, supports authorizations, and coordinates with clinical partners when additional intervention is needed.

Successful candidates are compassionate, customer-focused professionals who can manage sensitive conversations, navigate multiple systems, solve problems independently, and deliver an exceptional member experience.

Key Responsibilities

• Answer inbound calls from members and providers regarding behavioral health and substance use services.
• Assess caller needs and determine when clinical intervention or escalation is required.
• Assist with provider referrals, access to care, eligibility, benefits, and authorization requirements.
• Create and update authorizations to support accurate claims processing.
• Coordinate with clinical and operational partners to ensure timely member support.
• Complete follow-up outreach and issue resolution as needed.
• Provide resources and information to members and providers.
• Document interactions accurately while utilizing multiple systems simultaneously.
• Deliver professional, empathetic service and strive for first-call resolution.

Required Qualifications

• Bachelor's degree preferred. A degree in psychology, social work, public health, health coaching, family communications, or a related field is strongly preferred.
• Alternatively, a bachelor's degree in another field combined with 2+ years of behavioral health experience.
• Customer service experience in a fast-paced environment.
• Strong verbal communication, active listening, and problem-solving skills.
• Ability to manage multiple priorities while maintaining attention to detail.
• Strong technical aptitude and ability to navigate multiple systems simultaneously.
• Ability to work independently in a remote environment.
• Strong time-management and organizational skills.

Preferred Qualifications

• Experience in behavioral health, mental health services, or substance use treatment settings.
• Experience supporting members or patients in a healthcare environment.
• Experience in a contact center or customer service setting.
• Knowledge of behavioral health benefits, provider networks, or care navigation.

Training Schedule

Monday-Friday, 2:00 p.m. - 10:00 p.m. CT

Regular Work Schedule

Monday, Tuesday, Wednesday: 2:00 p.m. - 12:00 a.m. CT
Every Other Weekend: Saturday & Sunday, 8:00 a.m. - 6:00 p.m. CT

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 24 - 37 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, paid holidays, and leaves of absence. 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 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.