Customer Service Representative

The Cigna Group

Remote Customer Service Representative helping Cigna patients understand pharmacy benefits and resolve prescription delivery issues. Handling calls, documenting interactions, and coordinating prescriptions with pharmacies and physicians.

Posted 8/14/2026full-timeRemote • Illinois, Minnesota, Montana, North Carolina, Virginia • 🇺🇸 United StatesJuniorMid-Level💰 $18 - $19 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills and the ability to navigate multiple applications while handling inbound calls related to Pharmacy Benefit Management. Maintains HIPAA compliance and effectively documents patient interactions in real time.

Highest-signal resume keywords

Customer Service SkillsHIPAA ComplianceCall Center ExperienceMicrosoft Office ProficiencyHealthcare Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills

Call HandlingPrescription ManagementDocumentation SkillsProblem SolvingOrder Shipment Resolution

Soft Skills

Organizational SkillsVerbal Communication SkillsListening SkillsEmpathyAdaptability

Tools & Technologies

Multiple ApplicationsHome Delivery SystemsTelecommunication Tools

Industry Keywords

Pharmacy Benefit ManagementMedicareHome DeliveryCall Center MetricsHealthcare

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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