Customer Service Representative - Express Scripts - Remote

SUMMARY

The Cigna Group is a global Health Service company dedicated to helping people improve their health and vitality. We 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.

• Answer inbound calls from members, providers, and pharmacies with questions about Pharmacy Benefit Management (PBM) 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 exce