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Position Summary
The Health Information Line Nurse is a Registered Nurse responsible for providing telephonic and chat-based clinical triage and health guidance to plan participants. This role supports callers across the full spectrum of care needs from emergent situations to self-care guidance while promoting appropriate healthcare utilization and informed decision-making.
The nurse utilizes evidence-based clinical guidelines and online resources to assess symptoms, provide clinical counsel, and direct members to the most appropriate providers or facilities. Additional responsibilities may include proactive patient outreach, benefits education, and health and wellness support.
Key Responsibilities
- Provide telephonic and chat-based clinical triage for symptom-related inquiries, including emergent, urgent, and self-care outcomes
- Assess medical symptoms using established clinical protocols and decision-support tools
- Deliver accurate, relevant health and wellness education tailored to member needs
- Direct callers to appropriate healthcare providers, facilities, and services
- Educate members on available online tools and the Audio Health Resource Library to enhance access to healthcare and wellness information
- Maintain clear, concise, and accurate clinical documentation in accordance with standard operating procedures and medical/legal guidelines
- Identify and refer members to appropriate programs such as Case Management, Chronic Condition Management, and Health Advisor services
- Participate in proactive outreach initiatives to support population health and care management goals
Work Schedule & Availability
- Operating hours are Monday through Friday, 8:00 a.m. to 9:00 p.m. with shifts scheduled based on operational needs (10 hour shifts)
- Mandatory participation in overnight, weekend, and holiday on-call coverage, including rotating on-call schedules, based on operational needs
Minimum Qualifications
- Active, unrestricted Registered Nurse (RN) license
- Minimum of three (3) years of clinical nursing experience
- Current knowledge of general medical conditions and surgical procedures
- Strong verbal and written communication skills
- Proficiency with computer systems and electronic documentation
- Ability to meet mandatory on-call scheduling requirements
Preferred Qualifications
- Bachelor of Science in Nursing (BSN)
- More than three (3) years of nursing experience
- Strong interpersonal and active listening skills with the ability to work collaboratively in a team environment
- Demonstrated adaptability in a dynamic healthcare environment
- Proven ability to prioritize, problem-solve, and make independent clinical decisions
- Strong customer service orientation with a patient-centered focus
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 annual salary of 77,500 – 129,100 USD / yearly, 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 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 need a reasonable accommodation to complete the online application process, please email [email protected] 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.
