Customer Service Representative
Capital Blue Cross
React
Customer Service Representative
The Cigna Group
full-time
Posted on:
Location: Colorado, Missouri, Ohio, South Carolina, Virginia, West Virginia • 🇺🇸 United States
Visit company websiteSalary
💰 $18 - $19 per hour
Job Level
JuniorMid-Level
About the role
- 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
- Update conversion requests and provide shipment status to members
- Facilitate transition of requested medications to home delivery
- Advocate for the member/patient by contacting physician offices 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 and complete documentation is entered into the appropriate systems for all contacts to maintain the quality of the home delivery process, document HIPAA compliance and reduce potential legal concerns
- Resolve questions and/or issues that may be preventing shipment of an order
- Uphold quality and productivity standards on all transactions
- Use active listening skills when members express concerns about medication coverage or costs and offer options for a starting coverage review
- Understand and demonstrate call handling, compliance expectations, and system navigation through several applications
- Collaborate virtually with coworkers and escalate appropriately when necessary
Requirements
- High School diploma or equivalent required
- At least 2 years of relevant experience - Healthcare and/or Call Center Preferred
- A dedicated workspace with no distractions is required
- Tech Savvy - Strong computer skills including Microsoft Office
- Strong organization skills, written, and verbal communication skills
- Ability to provide exceptional listening and customer service skills; remain calm and helpful even when dealing with difficult callers
- Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions
- Foster teamwork and partnership with cross-functional departments to resolve issues and improve customer experience
- Ability to work a flexible schedule including Night and/or weekends
- Attend 100% of trainings and the first 90 days of employment
- Post-training schedule may require working between 7:00AM - 12:00AM EST, 7 days a week
- Home internet must be cable broadband or fiber optic with at least 10Mbps download/5Mbps upload
