The University of British Columbia (UBC) is hiring a Customer Service Representative to support Express Scripts, representing The Cigna Group. In this remote role, you will be the first point of contact, answering inbound calls to assist members, healthcare providers, and pharmacies with questions about Pharmacy Benefit Management (PBM) benefits, mail-order pharmacy services, and Medicare.
What You'll Do
- 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.
- Facilitate transition of requested medications to home delivery and provide shipment status updates.
- Advocate for members by contacting physician offices via phone or fax to obtain prescriptions and forward them for fulfillment.
- Service incoming calls from doctors’ offices and obtain new prescriptions.
- Ensure accurate and complete documentation is entered into the appropriate systems for all contacts.
- Resolve issues preventing the shipment of an order.
- Uphold quality and productivity standards on all transactions and strive to meet call center metrics.
- Use active listening skills when members express concerns about medication coverage or costs.
- Learn and demonstrate understanding of call handling including compliance expectations and system navigation.
- Attend 100% of training and maintain full attendance for the first 90 days of employment.
What We're Looking For
- A High School diploma or equivalent.
- A dedicated, distraction-free workspace.
- Tech savvy with strong computer skills, including proficiency in Microsoft Office.
- Strong organization skills, written, and verbal communication skills.
- Ability to provide exceptional listening and customer service skills, remaining calm and helpful with difficult callers.
- Ability to adapt in a dynamic environment, learn quickly, solve problems, and make decisions.
- Ability to foster teamwork and partnership with cross-functional departments.
- Ability to work a flexible schedule including nights and/or weekends.
- Internet connection via cable broadband or fiber optic with speeds of at least 10Mbps download/5Mbps upload.
Nice to Have
- 2 years of relevant healthcare experience and/or call center experience.
Technical Stack
- Microsoft Office
Benefits & Compensation
- Hourly compensation: $17.75 - $19 USD.
- Comprehensive health-related benefits (medical, vision, dental, well-being, behavioral health) starting day one.
- 401(k) with company match.
- Company-paid life insurance.
- Tuition reimbursement.
- A minimum of 18 days of paid time off per year plus paid holidays.
- Eligibility to participate in an annual bonus plan.
Work Mode
This is a fully 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.
