Customer Service Representative - Express Scripts - Remote

Express Scripts Pharmacy Benefit Services; Tennessee; On-site; USD 32,000 - 42,000; Full time

Job summary

The Cigna Group is seeking dedicated Customer Service Representatives for its Pharmacy Benefit Management (PBM) team to assist members, providers, and pharmacies with PBM benefits and mail-order questions.

Responsibilities include handling 70–80 inbound calls daily, navigating multiple applications, and attending all trainings. A High School diploma or equivalent and 1 year of call center experience are required; remote work is possible with a stable home internet connection.

Qualifications

• 1 year of call center experience is required
• A dedicated workspace with no distractions is required
• Computer literacy and ability to manage multiple applications simultaneously
• Strong written and verbal communication skills

Responsibilities

• Answer inbound calls from members, providers, and pharmacies about PBM benefits and mail-order pharmacies.
• Handle an average of 70–80 calls daily.
• Navigate several applications across multiple screens while assisting customers.
• Attend 100% of trainings and the first 90 days of employment.
• Maintain regular and predictable attendance.
• Resolve customer complaints through independent problem-solving and one-call resolution.
• Meet or exceed call center metrics while providing consistent customer service.

Skills

Strong communication

Calm under pressure

Organizational skills

Team collaboration

Problem-solving

Education

High School diploma or equivalent

Tools

Microsoft Outlook

Job description

The Cigna Group is a global Health Service company dedicated to helping people improve their health and vitality. Our Pharmacy Benefit Management (PBM) team 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 and mail-order pharmacies.
• An average of 70-80 calls are expected daily.
• Take calls back-to-back while toggling through several applications on multiple screens.
• Attend 100% of trainings, and the first 90 days of employment.
• Regular and predictable attendance.
• Resolve customer complaints through independent problem-solving skills and one-call resolution.
• Understand and strive to meet or exceed call center metrics while providing excellent consistent customer service.

Qualifications

• High School diploma or equivalent
• 1 year of call center experience is required
• A dedicated workspace with no distractions is required
• Intermediate proficiency in Microsoft Outlook
• Strong organization skills, written, and verbal communication skills
• Ability to remain calm and helpful even when dealing with difficult situations
• Foster teamwork and partnership with cross-functional departments to resolve issues and improve customer experience
• Computer literacy and ability to manage multiple applications simultaneously.

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.

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 those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

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.

If you need a reasonable accommodation to complete the online application process, please email [e-mail] for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.