The Cigna Group

Client Service Center Analyst

The Cigna Group

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $24 - $36 per hour

About the role

  • Serve as an advocate for members by resolving escalated and complex pharmacy benefit issues.
  • Partner closely with clients and members to research and resolve concerns accurately and efficiently.
  • Maintain thorough documentation of inquiries and resolutions in a centralized database.
  • Identify recurring issues or trends to support process improvements.
  • Conduct outbound calls to members regarding adjustment requests and provide clear communication on determinations.
  • Review recorded calls between members and Member Services for compliance and consistency with benefit policies.
  • Support additional projects, initiatives, and responsibilities as assigned by leadership.

Requirements

  • High school diploma or equivalent required.
  • Four (4) or more years of experience in a customer service environment preferred.
  • One (1) or more years of experience supporting Medicare Part D preferred.
  • Minimum of two (2) years of experience in an Express Scripts (ESI) contact center environment required.
  • Resolution Team Lead experience preferred.
  • Strong knowledge of ESI products and services required.
  • Proficient working knowledge of CSP required.
  • Excellent verbal and written communication skills, including professional phone presence.
  • Demonstrated ability to handle challenging or escalated customer interactions in a professional and composed manner.
  • Ability to adapt in a fast-paced, dynamic environment; learn quickly; solve problems; and make sound decisions with minimal supervision.
  • General PC proficiency, including Microsoft Office, email, internet usage, and detailed knowledge of ESI call center systems.
  • Ability to multitask effectively and manage competing priorities.
  • Willingness to work a flexible schedule during peak call times as business needs require.
  • Bilingual (Spanish) skills a plus
Benefits
  • Health-related benefits including medical, vision, dental, and 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer serviceMedicare Part Dresolution managementCSPESI products and servicescall center operationsdocumentationproblem solvingmultitaskingcompliance review
Soft Skills
verbal communicationwritten communicationprofessional phone presenceadaptabilitydecision makingconflict resolutionteam leadershiptime managementcustomer advocacycomposure under pressure