Customer Service Representative - Express Scripts; Remote

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.

• 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

• 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 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.

• 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

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