Job description

Customer Service Representative

Have you heard? Express Scripts is now part of Cigna. Together, we’ve got big plans. How big, you ask? Well, we want to change health care to make it more affordable, more personalized, and more focused on helping the whole person to achieve better health outcomes.

As a Customer Service Representative - Patient Care Advocate you will :

Handle inbound calls and facilitate outbound calls from/to patients inquiring about their home delivery benefit. Explain the advantages of home delivery prescription services (mail order). Identify patient needs and present savings and convenience of receiving medications via home delivery. Accurately complete and document patient interactions and transactions in company databases. Initiate calls and faxes to prescribers to obtain prescriptions on behalf of patients who agree to use home delivery. Effectively manage a caseload of records to facilitate timely processing of home delivery prescription requests.

ESSENTIAL FUNCTIONS
Update conversion requests and provide shipment status to members
Facilitate transition of requested medications to home delivery
Advocate for the patient by placing phone calls and faxes 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 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 prevent shipment of an order
Uphold quality and productivity standards on all transactions
Special projects and other duties as assigned

Here’s a little more on how you’ll make a difference:
Help patients understand their pharmacy benefits better. Use the knowledge you gain from training, your problem-solving skills and support from your team answer patient calls effectively.
Help us keep track of our patient interactions. While on calls, use your expert listening skills to get to the heart of a patient’s question quickly and document all interactions in real-time.
Ensure patients are equipped with the best advice. Identify and empathetically address patient concerns and, if necessary, escalate appropriately.

QUALIFICATIONS
Private & quiet work space required
High School Diploma or GED required
Remote work experience preferred
2-3 years of relevant experience – Healthcare Call Center Preferred
Ability to work remote from home
Tech savvy - Strong PC knowledge including Microsoft Office
Excellent communication skills (verbal and written)
Ability to articulate in communicating prescription request clearly
Ability to provide exceptional listening and customer service skills
Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions
Soft Skills: Patience, Empathy, Drive, Self-Management
Ability to work a flexible schedule including weekends

BENEFITS
Prescription Drug, Dental, Vision and Life Insurance
Employee Contributions for HRA and HSA accounts
18 PTO days + 8 holidays off/year
Overtime available
Tuition reimbursement 401K match
Heath benefits start on day one
Consistent 40 hours
Career progression opportunities
Growth and Longevity within the company
Pay increase of 3% yearly if metrics are met
We provide all work from home equipment needed and ship it to you
Shift Differential possible based on schedule – please discuss with manager
NOTE : We are currently training in a work at home environment, and you will be required to have reliable internet connectivity provided through a wired connection. A mobile or hot spot environment is not acceptable and you may need Ethernet service depending on your current set up

ABOUT EXPRESS SCRIPTS
At Express Scripts, we dare to imagine a better health care system, and we’re driven to make it happen. Where some see obstacles, we see possibilities. We’re challengers, difference-makers and opportunity-seekers, united with our partners in pursuit of a simpler, more sustainable system and better health for all.
We have always acted first to take on the toughest challenges. We uniquely partner across the health care ecosystem to uncover opportunities, take action, advance health care and deliver better outcomes – like no one else can. We believe health care can do more.

**Position starts on 5/8/23**

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 - 18 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 .

About The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

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.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

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.

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