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INTRODUCTION

Bring compassion, precision, and purpose to a role that directly impacts patient care. As a Durable Medical Equipment (DME) Patient Services Specialist, you’ll play a critical role in ensuring patients receive the supplies and equipment they need—accurately, efficiently, and with empathy. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and takes pride in delivering excellent service to patients, providers, and internal partners. If you are motivated to learn, grow, and make a real difference every day, this role offers meaningful impact and opportunity.

Responsibilities

In this role, you will contribute to both patient outcomes and operational excellence by:

• Supporting patients and referral sources through high-volume inbound calls by providing clear, timely, and compassionate guidance on orders, coverage, and next steps.
• Ensuring accurate and timely processing of DME and resupply orders by entering and managing orders in Brightree and SNAP, helping patients receive what they need without delay.
• Protecting the patient experience by verifying insurance benefits, clearly explaining coverage and financial responsibility, and reducing downstream issues or delays.
• Driving authorization success by requesting, tracking, and documenting prior authorizations to support compliant and uninterrupted care.
• Maintaining strong organization and accountability by managing assigned work folders, tasks, and follow-ups to meet service level expectations.
• Partnering closely with referral sources by requesting and documenting needed medical records and clinical documentation through referral EMRs.
• Collaborating across internal departments to resolve issues, improve turnaround time, and ensure seamless coordination of care.
• Flexibly supporting front desk, scheduling, or coverage needs as required to help the team maintain continuity of service.

QUALIFICATIONS

Required Qualifications

• Minimum 2 years of experience in patient services, healthcare customer support, durable medical equipment (DME), medical supply processing, or a related healthcare operations role.
• Experience in handling high-volume inbound calls while maintaining professionalism and empathy.
• Strong attention to detail with the ability to process orders accurately and follow defined workflows.
• Comfortable navigating multiple systems and managing competing priorities in a fast-paced environment.
• Clear and effective communication skills, both verbal and written.
• High School diploma or equivalent.

Preferred Qualifications

• Experience working with Brightree, SNAP, or similar healthcare order management systems.
• Knowledge of insurance benefits, authorizations, and medical documentation requirements.
• Familiarity with referral EMRs and coordinating with provider offices.
• Experience in DME, home health, or medical supply environments.

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 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.