Customer Service Supervisor, Nursing Non-Clinical - Accredo - Remote

The Cigna Group; Kentucky; Remote; USD 50,000 - 70,000; Full time

Job summary

The Cigna Group is seeking a Customer Service Supervisor in Kentucky to lead a team of customer service representatives. This role includes overseeing workflows, training needs, and ensuring quality service to Accredo patients. Candidates should possess leadership experience, preferably with a Bachelor's degree, and be able to manage a virtual team effectively.

Qualifications

• 3+ years of leadership experience.
• 2+ years coaching and developing a team.
• Ability to work in a fast-paced environment.

Responsibilities

• Lead the customer service team within the nursing department.
• Supervise daily activities of representatives responding to inquiries.
• Monitor metrics, scheduling productivity, and completeness.

Skills

Leadership

Coaching

Change Management

Proficiency in MS Office

Ability to manage virtual team

Education

HS Diploma or GED required

Bachelor's degree preferred

Job description

The job profile for this position is Customer Service Supervisor, which is a Band 3 Management Career Track Role.

Excited to grow your career?

We value our talented employees and strive to help our associates grow professionally before recruiting new talent. If the open position matches your skills, we encourage you to apply!

Our people make all the difference in our success.

We are currently seeking a Customer Service Supervisor. This is a non-clinical role. The Customer Service Supervisor leads the customer service team of representatives focused on ensuring Accredo patients requiring home nursing support are scheduled appropriately and receive all necessary documentation before the first visit to initiate care. The role provides direction on policies, procedures, workflows, customer service quality, and training needs. Responsible for monitoring work, scheduling productivity, and accuracy. This is the first-line supervisor of the administrative nursing scheduling staff, overseeing a large number of direct reports in a transactional environment. Coordinates schedules and workflow, focusing on team completion of assignments and routines. Ensures employee orientation and training. Must ensure all visits are scheduled and completed.

*Candidate must work EST business hours*

Responsibilities:

• Lead the customer service team within the nursing department, consisting of experienced administrative, operative, and technical roles.
• Supervise daily activities of representatives responding to customer/member inquiries and issues.
• Provide guidance on policies, procedures, workflows, and training.
• Monitor metrics, scheduling productivity, and completeness according to standards.
• Manage a large number of direct reports in a transactional environment.
• Coordinate team schedules and workflow.
• Ensure team completes assignments and routines.
• Oversee hiring, orientation, training, coaching, and performance management.
• Handle escalations from patients and the nursing team as needed.

Qualifications:

• HS Diploma or GED required; Bachelor's degree preferred.
• 3+ years of leadership experience.
• Ability to manage a virtual team.
• 2+ years coaching and developing a team.
• Change management experience.
• Proficiency in MS Office, especially Excel.
• Ability to work in a fast-paced environment.

Internet connection must be via cable broadband or fiber optic with speeds of at least 10Mbps download/5Mbps upload if working remotely.

Qualified applicants will be considered regardless of race, color, age, disability, sex, pregnancy, sexual orientation, gender identity, veteran or military status, religion, national origin, marital or familial status, genetic information, citizenship, or other protected characteristics.

Please review our posting guidelines at this link. Qualified applicants with criminal histories will be considered in accordance with applicable laws.