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# Technical Coaching Lead Representative - SHS - Evernorth - Remote

- **Company:** Cigna
- **Location:** United States (Remote available)
- **Experience:** Expert
- **Salary:** $45,760.0 - $68,640.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Microsoft Outlook, Internet Service Provider, Microsoft PowerPoint, Cisco WebEx
- **Published:** August 1, 2026
- **Apply:** https://cigna.wd5.myworkdayjobs.com/cignacareers/job/United-States-Work-at-Home/Technical-Coaching-Lead-Representative---SHS---Evernorth---Remote_26008967

## About the Role

* 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.

## Description

* 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.


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