Customer Service Representative - Accredo

Position: Customer Service Representative  - Accredo
Job Description

** _Remote Opportunity - Must live in Arizona, Indiana, Georgia, Pennsylvania, Texas, Virginia, or Oregon._*
* Are you passionate about assisting others and ready to thrive in a fast-paced, highly structured virtual environment? Join our team at Accredo Specialty Pharmacy, a leading specialty pharmacy serving patients with complex and critical health conditions. As a Customer Service Call Center Representative, you'll play a vital role in supporting patients, ensuring timely access to life-impacting medications while representing Accredo with professionalism and empathy. This is not a typical customer service role - our work directly impacts patients' health and well-being.

We are looking for individuals who are dedicated, detail-oriented, and committed to making a difference.

** Key Responsibilities*
* + Answer inbound phone calls in a high-volume contact center setting with professionalism and efficiency.

+ Support patients with medication orders, benefits explanations, billing inquiries, and complex issue resolution.

+ Follow structured workflows and adhere to a scheduled, continuous call-taking environment until designated breaks.

+ De-escalate concerns and provide empathetic solutions within standard operating procedures.

+ Maintain patient confidentiality and comply with healthcare regulations.

+ Meet monthly performance metrics and actively participate in ongoing training and feedback.

** Role Expectations*
* + Attend a paid 9-week virtual training program (on camera) with required participation in live call-taking and assessments.

+ Maintain reliable internet and a distraction-free home workspace.

+ This is a highly structured role requiring the ability to remain focused and engaged while taking back-to-back calls for the duration of each shift.

+ The position involves handling sensitive health-related issues, not casual customer service requests.

+ Ideal candidates will understand the serious nature of the work and the importance of accuracy, empathy, and responsibility.

+ This is a desk-based role that requires the ability to sit for extended periods and work at a computer screen throughout the entire shift.

** Qualifications*
* + High School Diploma or equivalent required.

+ No experience required, but 1+ years of healthcare customer service experience preferred.

+ Ability to excel in a high-volume call center environment.

+ Flexibility with a changing environment of call types, processes, and procedures.

+ Strong problem-solving skills with the ability to analyze situations, identify solutions, and take appropriate action in real-time.

+ Strong communication skills, both written and verbal.

+ Organized with excellent time-management abilities.

+ Customer-oriented with the capacity to adapt to various patient perspectives.

+ Proficient in Microsoft Office Suite and navigating multiple systems simultaneously.

+ Must be available to work within Contact Center hours:
Monday through Friday, 8:00 am to 11:00 pm EST, and Saturday, 8:00 am - 5:00 pm EST.

+ Reliable internet connectivity and a dedicated workspace free of distractions required.

+ Must attend 100% of training and work your schedule the first 90 days of employment.

** Join Our Team:
** Start a meaningful career with Accredo Specialty Pharmacy, part of Evernorth Health Services, where you'll have the opportunity to impact lives every day. We offer robust training, ongoing development, and a supportive virtual team environment where excellence is the standard. If you're ready to bring your skills and dedication to a mission-driven role, apply today.

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 10

Mbps download/5

Mbps 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…