Customer Service Representative
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Job Description
Remote Customer Service Representative helping Cigna patients understand pharmacy benefits. Handling calls, prescriptions, shipments, documentation, and coverage concerns.
Responsibilities:
- Answer inbound calls from members, providers, and pharmacies about Pharmacy Benefit Management benefits, mail-order pharmacies, or Medicare
- Handle back-to-back calls while navigating several applications across multiple screens
- Attend all training and the first 90 days of employment
- Update conversion requests and provide shipment status
- Facilitate medication transitions to home delivery
- Contact physician offices by phone, fax, or other means to obtain prescriptions and forward them to pharmacies
- Obtain new prescriptions and record approval status
- Service incoming calls from doctors’ offices
- Document all contacts accurately and completely in the appropriate systems
- Maintain HIPAA compliance and meet regulatory requirements
- Resolve questions or issues preventing order shipments
- Uphold quality, productivity, call-center, and customer-service standards
- Use active listening to address medication coverage or cost concerns and offer coverage-review options
- Learn and demonstrate compliant call handling and system navigation
- Help patients understand pharmacy benefits and answer patient calls
- Document patient interactions in real time
- Identify, empathetically address, and appropriately escalate patient concerns
- Collaborate with coworkers and cross-functional departments to resolve issues and improve customer experience
Requirements:
- High School diploma or equivalent required
- At least 2 years of relevant experience; healthcare and/or call-center experience preferred
- Dedicated workspace with no distractions required
- Strong computer skills, including Microsoft Office
- Strong organization, written communication, and verbal communication skills
- Exceptional listening and customer-service skills
- Ability to remain calm and helpful with difficult callers
- Ability to adapt in a dynamic work environment and learn quickly
- Problem-solving and decision-making abilities
- Ability to foster teamwork and partner with cross-functional departments
- Ability to work a flexible schedule, including nights and/or weekends
- Cable broadband or fiber-optic internet service with at least 10 Mbps download and 5 Mbps upload for home working
- Ability to attend 100% of training and the first 90 days of employment
- Ability to work training hours Monday through Friday, 9:00 AM–5:30 PM EST
- Ability to work post-training hours between 7:00 AM and 12:00 AM EST, seven days a week
Benefits:
- Annual bonus plan eligibility
- Medical benefits
- Vision benefits
- Dental benefits
- Well-being and behavioral health programs
- 401(k)
- Company-paid life insurance
- Tuition reimbursement
- Minimum of 18 days of paid time off per year
- Paid holidays
- Leaves of absence
- Work-from-home lifestyle
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