• Collaborates with customer in creation of care plan and documents plan in medical management system. • Partners with each customer to establish goals and interventions to meet the customer’s needs. • Establishes plan of care in conjunction with the customer and provider then document into a medical management system. • Utilizes motivational interviewing, behavior change, and shared decision making to help customers achieve optimal health and well-being. • Empowers customers with skills to enhance interaction with their providers. • Interfaces with the customer, family members/caregivers, providers, and internal partners to coordinate the needs of the customer through telephonic, email, text, and chat interactions. • Collaborates with nutritionist, pharmacist, behavioral clinician, Medical Director and customer's provider and other Cigna Medical Management programs to provide whole-person health support. • Tracks daily activities to trend volume and outcomes. • Follows standard operating procedures. • Toggles between multiple systems and applications. • Research relevant topics in health promotion and disease prevention as required for specific customers. • Prioritizes work to meet commitments aligned with organizational goals. • Understands and adheres to Case Management performance measures to deliver on key results. • Completes training within the communicated time limit as required per role. • Demonstrates evidence of continuing education to maintain clinical expertise and certification as appropriate.