The onsite Personal Advocate position is responsible for assisting Bath Iron Works employees and their families in navigating clinical and non-clinical benefits related to behavioral health. The Advocate tasks are varied and often complex, requiring flexibility and multi-tasking capabilities. The Advocate creates a one-stop experience catered to the coordination of care for
behavioral health services and has the resources to connect an employee to other areas of Cigna/Evernorth, including medical and pharmacy. The Advocate may need to assess for crisis as needed during interactions and is trained to connect to licensed clinicians. This in-person position is expected to interact in a warm and empathetic manner utilizing problem-solving skills.
The Advocate utilizes customer service skills, knowledge of the mental health/substance abuse field, and on-the-job training to effectively address employees' needs in an educational manner. This position is expected to work closely with the onsite BIW Benefits, Fit for Life Wellbeing Program, and the Medical Department.
Responsibilities:
The primary responsibility of the Advocate role is working directly with Bath Iron Works employees with the goal of first interaction resolution. The majority of the day will be connecting with employees and other staff to access, understand, and/or utilize EAP/behavioral services.
- Conduct an intake to assess and triage
- Educate employees on their benefits based on plan design and other clinical or nonclinical resources/benefits available
- Refer to additional case management or clinical teams as needed
- Provide employees with names and contact information for in-person/virtual providers using personalized search preferences
- Find the soonest available in-person/virtual appointment, with a customized search
- Provide mental health resource support for onsite employees
- Receive training in diversity and inclusion efforts
- Initiate consultation services for employees as well as manager support for employee referrals
As needed the advocate may also:
- Write authorizations to ensure claims are paid correctly
- Provide follow-up interactions with employees if additional action is required
- Send eligibility requests to determine effective coverage dates or to verify benefits
- Assist in complaint resolution
- Assist with EAP education in new hire orientations
- Develop and deliver onsite EAP seminars and trainings
- Participate in an EAP Committee
During all interactions, an advocate is expected to demonstrate:
- Independent problem-solving skills to make sound decisions in assessing the needs of the employee by giving accurate information and providing first-interaction resolution
- Understanding the business needs of BIW, while balancing the needs of the employee
- Educational approach to ensure employees can understand the complexities of accessing care
- Maintain professionalism and confidentiality
QUALIFICATIONS:
- Bachelor's degree in the mental health field or psychology/social work-related field (family communications, health coaching, community/public health, or other related major), is strongly preferred. Alternatively, a bachelor's degree in another field or equivalent work experience, combined with 2+ years of experience in the behavioral health field will be considered. NOTE: This is a non-clinical role and does not require a license
- Previous customer service experience or related position
- Superb interpersonal communication
- Effective listening and organizational skills
- Ability to manage multiple tasks and set priorities where needed
- Independent problem solving
- Ability to learn new computer software systems
- Ability to learn new workflows and tasks quickly
- Ability to work independently and be a team player
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 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.
