Customer Service Representative

🔥 0 minutes ago

🏰 Missouri – Remote

🏰 Missouri – Remote

💵 $17 - $19 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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The Cigna Group

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

🛡️ Insurance

Healthcare • Insurance

The Cigna Group is a global health services company that provides medical, dental, pharmacy, behavioral and supplemental insurance products and benefits to individuals, families, employers, brokers, providers and Medicare beneficiaries. It offers employer-sponsored group plans, individual and family plans (including Open Enrollment offerings), Medicare, international health insurance covering more than 200 countries, and digital member services through the myCigna platform (including telehealth and claims management). Its products are delivered through operating subsidiaries such as Cigna Health and Life Insurance Company and other regional affiliates.

📋 Description

• 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