Customer Service Supervisor - Express Scripts - Remote

390 Cigna-Evernorth Services Inc.; Georgia; Hybrid; USD 52,000 - 86,000; Full time

Benefits offered by this job

Medical, vision, dental, and well‑well

401(k), company paid life insurance, 1

Tuition reimbursement

Paid time off and holidays

Job summary

The Cigna Group is seeking a Commercial Supervisor to lead a virtual team of Patient Care Advocates supporting our Commercial Market members and clients. You will coach, influence, and develop the team while partnering with leadership to execute operational strategy.

You will work with Employee Relations, Workforce Management, Training, Coaching, Quality, and Operations to deliver consistent, high-quality service and continuous improvement.

Qualifications

• High School Diploma or GED required.
• 1+ years of leadership experience with ability to coach and develop others.
• Strong written and verbal communication; handle difficult conversations professionally.
• Ability to read operational reports and translate findings into action plans.
• Collaborative style with ability to influence cross-functional teams.
• Focus on continuous improvement and HIPAA/compliance awareness.
• MS Office proficiency (Outlook, Teams, Word, Excel, PowerPoint).
• Willingness to work beyond regular shift during peak periods.

Responsibilities

• Lead a virtual team of 20+ Advocates to meet service and quality goals daily.
• Coach Advocates through regular one-on-ones with clear follow-up plans.
• Build a culture of accountability in team and individual meetings.
• Spot service issues via monitoring and data review; craft corrective action.
• Use Verint and CC Pulse to identify trends and share insights with leaders.
• Remove barriers so Advocates have tools, training, and support.
• Boost retention by fostering an inclusive team atmosphere.
• Drive continuous improvement across teams and respond to escalations promptly.

Skills

Leadership

Communication

Data interpretation

Collaborative

Flexibility

HIPAA knowledge

Verint

Amazon Connect

AI Companion

Microsoft Office

Education

High School Diploma or GED

Bachelor's degree

Tools

Microsoft Office

Verint

Amazon Connect

AI Companion

Job description

Work shift: Sunday – Thursday 2:00PM – 11:00PM EST. As a Commercial Supervisor, you will coach and inspire a virtual team of Patient Care Advocates (PCAs) who support our Commercial Market members and clients. You lead with a servant mindset, care deeply about your people, and love helping them grow. Together, you will deliver a warm, expert experience every day. You will partner with your Senior Manager to bring our operational strategy to life and lead daily operations. You will also work closely with Employee Relations, Workforce Management, Training, Coaching, Quality, and Operations to keep our promises to customers and clients. If you are driven to learn, improve, and lift others up, we would love to have you on our team.

Key Responsibilities

• Lead a virtual team of 20+ Advocates to meet or exceed service and quality goals every day.
• Coach and develop Advocates through regular one-on-ones that celebrate wins, build skills, and set clear follow-up plans.
• Build a culture of accountability by sharing clear expectations in team and individual meetings.
• Spot service issues early through call monitoring and data review, then create action plans that keep performance strong.
• Use metrics and real-time tools such as Verint and CC Pulse to find trends and share insights with Workforce Management and leadership.
• Remove barriers so Advocates have the tools, training, and support they need to deliver great service.
• Boost retention and engagement by creating an inclusive team where every voice is valued.
• Drive continuous improvement and partner across teams to make the customer experience even better.
• Respond quickly to escalations, staffing gaps, and system issues to keep service on track.

Qualifications – Required

• High School Diploma or GED.
• 1+ years of leadership experience, such as RTL, SME, mentor, trainer, or supervisor.
• Strong written and verbal communication skills, including handling difficult conversations with care and professionalism.
• Ability to read operational reports, find root causes, and turn findings into measurable action plans.
• Collaborative style with the ability to influence and drive change across cross-functional teams.
• Creative, strategic thinker focused on continuous improvement.
• Working knowledge of HIPAA, Express Scripts quality standards, and company compliance requirements.
• Working knowledge of Microsoft Office, including Outlook, Teams, Word, Excel, and PowerPoint.
• Flexibility to work beyond your normal shift during peak periods or urgent needs.

Qualifications – Preferred

• Bachelor's degree.
• Strong coaching background.
• Experience leading and engaging a virtual or geographically dispersed team.
• Experience managing attendance, schedule adherence, occupancy, staffing, and service levels.
• Experience addressing performance concerns, documenting coaching, administering corrective action, and partnering with Employee Relations or Human Resources.
• Experience leading teams through process, technology, client, or organizational change.
• Experience managing client expectations, service commitments, or performance guarantees.
• Proficiency with Verint, Amazon Connect, and AI-enabled tools such as AI Companion.

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 annual salary of 51,700 - 86,100 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

Benefits

• Medical, vision, dental, and well-being and behavioral health programs.
• 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 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.

EEO Statement

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.

Accommodations

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.

Tobacco‑Free Policy

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.

Criminal History

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

Values Reiteration

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.