Customer Service Representative - Express Scripts - Remote

Cigna; Illinois; Hybrid; USD 23,000 - 26,000; Full time

Benefits offered by this job

Health benefits

401(k)

Tuition reimbursement

Paid time off

Job summary

The Cigna Group is seeking compassionate Customer Service Representatives to join our team and assist members at critical points of their lives. You will handle calls about PBM benefits, mail-order pharmacies, and Medicare, while navigating multiple screens to provide timely, accurate information.

We offer a training program, a flexible post-training schedule including nights and weekends, and a benefits package focused on whole health.

Qualifications

• High School diploma or equivalent required.
• At least 2 years of healthcare and/or call center experience.
• 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.
• 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 Nights and/or Weekends.

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 trainings 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 by contacting physicians to obtain prescriptions.
• Obtain new prescriptions from physician's office and record approval status.
• Serve incoming calls from doctors' offices.
• Ensure accurate documentation to maintain HIPAA compliance and quality of home delivery.
• Resolve questions and/or issues preventing shipment of an order.
• Meet regulatory and quality standards in all transactions.
• Demonstrate call handling and system navigation across multiple applications.
• Enjoy a work-from-home lifestyle with virtual collaboration.

Skills

Active listening

Customer service

Communication

Organization

Problem solving

Decision making

Teamwork

Flexible schedule

Work from home

Tech savviness

Education

High School diploma

Tools

Microsoft Office

Job description

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. The Call Center Customer Service Representative represents the company, and our people make all the difference in our success.

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 trainings 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
• At least 2 years of relevant experience- Healthcare 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 Nights and/or Weekends

Schedule

• Training: 8 weeks M-F 9:00AM - 5:30PM EST
• Post Training: You will be required to work anywhere between 7:00AM - 12:00AM EST 7 days a week. Flexibility regarding permanent shift will be needed.
• 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 hourly rate of 17.75 - 19 USD / hourly, 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, paid holidays, and leaves of absence.

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