Evernorth Health Services, a division of The Cigna Group, is hiring a Customer Service Representative to support our Express Scripts pharmacy services. In this role, you will be the first point of contact for members, providers, and pharmacies, answering questions about Pharmacy Benefit Management benefits, mail-order services, and Medicare to ensure patients receive their vital medications.
What You'll Do
- Answer inbound calls back-to-back while toggling through several applications on multiple screens.
- Advocate for the member patient by contacting physician's offices via phone or fax to obtain prescriptions and forward them to the pharmacy for fulfillment.
- Update conversion requests, provide shipment status to members, and facilitate the transition of requested medications to home delivery.
- Resolve questions and issues preventing the shipment of an order.
- Service incoming calls from doctors' offices, obtaining new prescriptions and recording approval status.
- Use active listening skills when members express concerns about medication coverage or costs and offer options for a starting coverage review.
- Ensure accurate and complete documentation is entered into the appropriate systems for all contacts to maintain quality and document HIPAA compliance.
- Uphold quality and productivity standards on all transactions and strive to meet or exceed call center metrics.
- Help patients understand their pharmacy benefits better using training, problem-solving skills, and team support.
- Document all patient interactions in real-time and identify and empathetically address patient concerns.
What We're Looking For
- High School diploma or equivalent.
- A dedicated workspace with no distractions is required.
- Ability to work a flexible schedule including night and/or weekends.
Nice to Have
- At least 2 years of relevant experience.
- Healthcare and/or call center experience.
Technical Stack
- Microsoft Office
Benefits & Compensation
- Compensation: $17.75 - $19.00 USD / hourly.
- Medical, vision, dental, and well-being and behavioral health programs.
- 401(k).
- Company paid life insurance.
- Tuition reimbursement.
- A minimum of 18 days of paid time off per year.
- Paid holidays.
- Annual bonus plan eligibility.
Work Mode
This is a remote position.
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (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.
