Job Details

Customer Service Representative

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.

You will be required to work anywhere between 7:00AM - 12:00AM EST 7 days a week.

Responsibilities

• 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 training 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.
• 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.
• Enjoy a work-from-home lifestyle where you can virtually connect with coworkers and customers.

Qualifications

High School diploma or equivalent required; 2 years of relevant healthcare experience 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.

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 10Mbps download/5Mbps 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.

We want you to be healthy, balanced, and feel secure. That's why you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group.

Qualified applicants will be considered without regard to race, color, age, disability, gender, sexual orientation, religion, national origin, 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.