Customer Service Representative - Express-Scripts - Remote

The Cigna Group; Alabama; Remote; USD 10,000 - 60,000; Full time

Job summary

A leading health service provider is seeking a Customer Service Representative for a remote position. You will handle inbound calls, assist with member inquiries, and uphold documentation standards. This role requires a high school diploma, strong customer service skills, and the ability to work flexible hours. Competitive hourly pay of $17.75 - $19, along with benefits including medical and dental coverage.

Benefits

Medical insurance

Vision insurance

Dental insurance

Annual bonus plan

Qualifications

• 2 years of relevant healthcare experience and/or Call Center Preferred.
• Ability to work a flexible schedule including Night and/or weekends.
• Strong problem-solving and decision-making skills.

Responsibilities

• Answer inbound calls from members and providers about Pharmacy Benefit Management.
• Update conversion requests and provide shipment status.
• Ensure accurate documentation for all contacts to maintain quality.

Skills

Customer service skills

Strong organization skills

Tech Savvy

Active listening skills

Written and verbal communication skills

Education

High School diploma or equivalent

Tools

Microsoft Office

Job description

Customer Service Representative - Express-Scripts - Remote

The Cigna Group is a global Health Service company dedicated to helping people improve their health and vitality. We seek dedicated, compassionate, and empathetic Customer Service Representatives to join our team who are genuinely interested in helping people at some critical points of their lives.

Schedule: You will be required to work anywhere between 7:00AM - 12:00AM EST 7 days a week.

Responsibilities:

• Answer inbound calls from members, providers, and pharmacies with questions about Pharmacy Benefit Management (PBM) benefits, mail-order pharmacies, or Medicare.
• Take calls back-to-back while toggling through several applications on multiple screens.
• Attend 100% of training and the first 90 days of employment.
• Update conversion requests and provide shipment status to members
• Facilitate transition of requested medications to home delivery
• Advocate for the member patient by placing phone calls, fax or other means to physician’s office to obtain prescriptions and forward to pharmacy for fulfillment
• Obtain new prescriptions from physician’s office and record approval status
• Service incoming calls from doctors’ offices
• Ensure accurate and complete documentation is entered into the appropriate systems for all contacts (internal/external) to maintain the quality of the home delivery process, document HIPAA compliance and reduce potential legal concerns
• Resolve questions and/or issues that may be preventing shipment of an order
• Uphold quality and productivity standards on all transactions
• The customer service representatives must ensure complete and accurate documentation into the appropriate systems to maintain quality and to meet regulatory requirements.
• Use active listening skills when the members express concerns about medication coverage or costs and offer the members options for a starting coverage review to meet regulatory requirements
• Understand and strive to meet or exceed call center metrics while providing excellent consistent customer service
• You will learn and need to demonstrate understanding of call handling which includes compliance expectations and system navigation through several applications
• Enjoy a work-from-home lifestyle where you can virtually connect with coworkers and customers.

Qualifications:

• High School diploma or equivalent required
• 2 years of relevant healthcare experience and/or Call Center Preferred
• A dedicated workspace with no distractions is required
• Tech Savvy- Strong computer skills including Microsoft Office
• Strong organization skills, written, and verbal communication skills
• Ability to provide exceptional listening and customer service skills; remain calm and helpful even when dealing with difficult callers
• Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions
• Foster teamwork and partnership with cross-functional departments to resolve issues and improve customer experience
• Ability to work a flexible schedule including Night and/or weekends

We offer a competitive hourly rate of $17.75 - $19 USD, depending on relevant factors, including experience and geographic location, as well as an annual bonus plan and a comprehensive range of benefits, including medical, vision, dental, and well-being and behavioral health programs.

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.