Customer Service Senior Representative, Patient Scheduling - Accredo- Rochester, NY

Overview

In this exciting and challenging role as a Customer Service Senior Representative, you will be working within the fast‑paced environment of the Central Nursing Team.

Location:

Onsite in Rochester, NY.

Schedule:

Monday‑Friday, 8am‑5pm EST.

• Assist internal and external clients within scope by clarifying and researching desired information and resolving non‑clinical problems.
• Work with Nurse Managers/Supervisors, field staff, and patients to schedule visits for home infusion within a region of branches.
• Complete all nurse assignments for patients, reschedule visits based on patient availability, staff new patients with appropriate nurses, and proactively monitor all patient appointments to confirm accuracy.
• Coordinate nursing referrals with pharmacy, reimbursement, and nursing departments while providing great customer service.
• Communicate via fax, email, IM, and phone with various staff, departments, and prescribers.
• Monitor personal email and nursing mailboxes for follow‑ups, prioritizing by ask.
• Manipulate multiple Excel documents to determine required actions and urgency.
• Respond timely to inquiries from patients, field staff, and other departments for information and assistance regarding nursing and patient referrals and schedules.
• Investigate and research issues and provide resolution.
• Take initiative for problem solving with ability to multitask effectively and use critical thinking.
• Ensure correct and timely entry of data in appropriate systems.

• High school education or GED required.
• Five or more years of relevant customer service experience.
• High proficiency and regular use of Excel and Outlook required.
• Pro‑active work ethic with ability to be managed/trained virtually.
• Detail oriented.
• Excellent written and oral professional communication skills.
• Ability to adapt in a dynamic work environment, learn quickly, solve problems, and make independent decisions.
• For remote work (occasional or permanent), 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.

Hourly rate 18–27

USD, depending on relevant factors including experience and geographic location. Eligible to participate in an annual bonus plan.

Comprehensive health‑related benefits starting day one: medical, vision, dental, well‑being and behavioral health programs.

Other benefits include a 401(k) plan, company‑paid life insurance, tuition reimbursement, a minimum of 18 days paid time off per year, paid holidays and leaves of absence.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childhood (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.

If you need a reasonable accommodation to complete the online application process, please email  for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes. 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. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.

• Alabama
• Alaska
• Arizona
• Arkansas
• Delaware
• Florida
• Georgia
• Hawaii
• Idaho
• Iowa
• Kansas
• Maryland
• Massachusetts
• Michigan
• Nebraska
• Ohio
• Pennsylvania
• Texas
• Utah
• Vermont
• Washington State

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