The Cigna Group

Customer Service Representative

The Cigna Group

full-time

Posted on:

Origin:  • 🇺🇸 United States • Missouri, Ohio, South Carolina, Virginia, West Virginia

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Salary

💰 $18 - $19 per hour

Job Level

Mid-LevelSenior

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.
  • Attend 100% of training and the first 90 days of employment.
  • Update conversion requests and provide shipment status to members
  • Facilitate transition of requested medications to home delivery
  • Advocate for the member patient by placing phone calls, fax or other means 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 and complete 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 be preventing shipment of an order
  • Uphold quality and productivity standards on all transactions
  • Use active listening skills when the members express concerns about medication coverage or costs and offer the members options for a starting coverage review to meet regulatory requirements
  • Understand and strive to meet or exceed call center metrics while providing excellent consistent customer service
  • You will learn and need to demonstrate understanding of call handling which includes compliance expectations and system navigation through several applications
  • Enjoy a work-from-home lifestyle where you can virtually connect with coworkers and customers.

Requirements

  • High School diploma or equivalent required
  • 2 years of relevant healthcare experience 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
  • Internet connection must be via cable broadband or fiber optic with speeds of at least 10Mbps download/5Mbps upload.