Customer Service Representative

🔥 0 minutes ago

🌽 Illinois, North Carolina, +3 more states – Remote

🌽 Illinois – Remote 🌲 North Carolina – Remote ❄️ Minnesota – Remote 🏰 Missouri – Remote ⚔️ Virginia – 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

Founded 1982

🏥 Healthcare

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Healthcare • Healthcare Insurance • Pharmaceuticals

The Cigna Group is a global health company committed to improving the health and vitality of its clients, customers, and patients. With its two divisions, Cigna Healthcare and Evernorth Health Services, the company focuses on enhancing quality of life through healthcare services and pharmacy benefits management. The Cigna Group is dedicated to ethical practices in healthcare and artificial intelligence, and strives to create positive change in the healthcare system. It also emphasizes its Environmental, Social, and Governance (ESG) responsibilities, aiming to impact health equity and foster innovation in healthcare delivery.

📋 Description

• Answer inbound calls from members, providers, and pharmacies about Pharmacy Benefit Management benefits, mail-order pharmacies, or Medicare • Take 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 requested medication transitions to home delivery • Contact physicians’ 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 internal and external contacts accurately in the appropriate systems • Maintain home delivery quality, document HIPAA compliance, and reduce legal concerns • Resolve questions or issues preventing order shipment • Uphold quality and productivity standards • Offer coverage review options when members express medication coverage or cost concerns • Meet or exceed call center metrics while providing consistent customer service • Demonstrate compliant call handling and navigation through multiple applications • Help patients understand their pharmacy benefits • Document patient interactions in real time • Identify and empathetically address patient concerns and escalate when necessary

🎯 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 organizational, written, 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 environment, learn quickly, solve problems, and make decisions • Ability to foster teamwork with cross-functional departments • Ability to work a flexible schedule, including nights and/or weekends • Training availability Monday–Friday, 9:00 AM–5:30 PM EST • Post-training availability between 7:00 AM and 12:00 AM EST, seven days a week • Cable broadband or fiber optic internet connection required for home work, with at least 10 Mbps download and 5 Mbps upload speeds

🏖️ 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