Technical Coaching Lead Representative - SHS - Evernorth - Remote

Join a team that helps claim processors grow with confidence, clarity, and care. As a Claims Quality Technical Coach, you will strengthen claim accuracy, support consistent process execution, and partner with leaders and team members to improve quality outcomes. This role is ideal for someone who enjoys coaching others, solving problems, and turning trends into practical actions that help teams and customers succeed.

Responsibilities

• Provide timely, accurate technical support to claim processors, helping teams resolve questions and apply claim processes with consistency.
• Coach individuals and groups through claim complexities, reinforcing technical knowledge, critical thinking, and sound decision-making.
• Deliver training for new or updated claim information, including audit support, on-the-job training, and targeted refreshers.
• Use Service Quality Review Meeting insights, quality trends, and root-cause analysis to identify barriers and recommend practical improvements.
• Partner with supervisors, team members, and onshore/offshore stakeholders to improve quality results, strengthen service outcomes, and support team engagement.
• Help drive process improvements that enhance claim accuracy, reduce rework, and support a positive experience for internal partners and external customers.

Required Qualifications

• High School Diploma or G.E.D.
• 2+ years of technical claim processing experience, including technical knowledge and application of SHS.
• Current performance that meets or exceeds key performance indicator metrics.
• Strong knowledge of claim processing tools and resources, with the ability to apply them to accurate claim resolution.
• Customer-focused mindset with the ability to support internal partners and external customers with professionalism and care.
• Strong problem-solving, critical thinking, communication, and presentation skills.
• Demonstrated ability to teach, coach, and support others through a variety of claim scenarios and process needs.
• Ability to work effectively with team members and stakeholders across office, remote, onshore, and offshore environments.

Preferred Qualifications

• Extensive knowledge of Inspro.
• Experience supporting Accidental Injury, Hospital Care, and Critical Illness products.
• Experience as a team subject matter expert or new hire class subject matter expert.
• Process improvement experience, including the ability to assess trends, processes, and barriers to drive stronger claim outcomes.
• Basic proficiency with Microsoft Word, Excel, PowerPoint, WebEx, and Outlook.

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 22 - 33 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 The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. 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.