Do you have strong administrative and organizational skills and are looking to build experience within a customer service environment? The General Clerk Representative role within the Client Service Center (CSC) may be the right fit for you! This role supports Client Service Center operations by triaging incoming email requests, ensuring required and accurate information is provided, and assigning work to the appropriate analysts for resolution. This role plays a critical part in maintaining service quality, workflow efficiency, and timely customer responses through consistent application of intake standards and routing guidelines. The position operates in a fastpaced environment requiring strong attention to detail, sound judgment, and effective written communication.
Key Responsibilities:
Email Intake & Triage
Monitor and manage multiple Client Service Center email inboxes, reviewing incoming requests for completeness, accuracy, and relevance.
Identify the nature and urgency of requests using established business rules and service level guidelines.
Ensure required documentation and information are present before assignment; request additional details when necessary.
Quality & Accuracy Assurance
Validate information submitted in email or in Polaris requests to reduce rework, delays, and downstream errors.
Apply standard intake criteria, templates, and checklists to ensure consistency and compliance.
Flag incomplete, unclear, or misdirected requests and take appropriate corrective action.
Work Assignment & Routing
Assign validated requests to the correct analyst, queue, or work group based on request type, complexity, and priority.
Balance workload distribution according to established capacity and routing guidelines.
Documentation & Tracking
Accurately document intake decisions, assignment actions, and followups in designated systems or tracking tools.
Maintain logs or dashboards related to intake volumes, trends, and common issues.
Escalate recurring issues or process gaps to leadership for review.
Collaboration & Continuous Improvement
Partner with analysts, sr. analysts and supervisors to clarify requirements and improve intake accuracy.
Identify opportunities to streamline triage processes and improve customer experience. Support updates to intake guidelines, templates, and training materials as needed.
Required Qualifications:
High school diploma or equivalent.
1 plus years of experience in an administrative, clerical, or contact center support role.
Experience working with shared inboxes, case management systems, or workflow tools.
Strong attention to detail with the ability to follow defined procedures consistently.
Effective written communication skills and professional email etiquette.
Preferred Qualifications:
Experience supporting operations, claims, service, or analyst-based teams.
Familiarity with service level agreements (SLAs) and intake or triage models.
Ability to quickly learn and apply multiple routing rules or business processes.
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 and paid holidays. 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 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.