Customer Service Representative - Express Scripts (Remote)

Cigna; Pennsylvania; Hybrid; USD 24,000 - 26,000; Full time

Benefits offered by this job

Medical

Vision

Dental

Well-being programs

401(k)

Life insurance

Tuition reimbursement

PTO

Holidays

Leaves of absence

Job summary

The Cigna Group is hiring a dedicated Customer Service Representative to support PBS benefits, mail-order pharmacies, and Medicare inquiries from members, providers, and pharmacies. You will handle inbound calls, navigate multiple applications, and strive to meet regulatory and quality standards while delivering compassionate service.

You will work from home with a flexible schedule, participate in trainings, and collaborate with cross-functional teams to resolve issues and improve the member

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 Night and/or weekends.

Responsibilities

• Answer inbound calls from members, providers, and pharmacies about PBS benefits and mail-order pharmacies or Medicare.
• Update conversion requests and provide shipment status to members.
• Advocate for members by contacting physician offices to obtain prescriptions.
• Ensure accurate documentation in systems to maintain HIPAA compliance and quality of delivery.
• Meet call center metrics and provide excellent customer service.
• Work from home lifestyle with virtual connection to coworkers and customers.

Skills

Microsoft Office

Customer service

Active listening

Communication

Problem solving

Education

High School diploma or equivalent

Job description

RESPONSIBILITIES

• Answer inbound calls from members, providers, and pharmacies with questions about Pharmacy Benefit Services(PBS) 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 Night and/or weekends

Schedule

• Training: 9:00 AM - 5:30 PM EST - M-F (8 Weeks).
• Post Training: Schedules may range between 7:00 AM EST - 12:00 AM EST 7 days a week (Schedules may be subject to change based on business needs)
• 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.

Pay and Benefits

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.

• medical
• vision
• dental
• well-being and behavioral health programs
• 401(k)
• company paid life insurance
• tuition reimbursement
• minimum of 18 days of paid time off per year
• paid holidays
• 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 t