Client Account Support Senior Analyst - Accredo - Work at home

The Cigna Group

2d•Hybrid

About The Position

The Lv. 2 Client Account Support Analyst is responsible for providing Client, Account Team, and Sales support in the areas of Accredo service, patient recovery, and escalation mitigation. Responds to inquiries, solving problems, coordinating with internal stakeholders to provide root cause analysis, and ensuring client satisfaction with products and service. Coordinates with account managers to ensure patient needs are met and potential problems are averted. Keeps account manager or external contacts informed of account status and opportunities for continuous improvement as well as representing the Client Service Team on client facing calls to explain CSC processes and performance. Contacts involve planning and preparation of the communications that require skill, tact, persuasion and/or negotiation to accomplish the objectives of the communication. Errors are very difficult to detect and normally require significant expenditures to correct. This position is critical in creating and maintaining good working relationships with External Payor clients to allow opportunity for future growth of the organization.

Requirements

High School Diploma or GED required.
4+ years' of Accredo Specialty Pharmacy experience working with RxHome and ESD highly preferred
Existing knowledge of the entire end to end lifecycle, from Intake to Fulfillment of an Accredo prescription highly preferred
Prior experience with one or more of the following products and services: Co-Pay Assistance, SaveOn, Brand for Generic, and Medical Channel Management, (MCM)
Working knowledge of TMW, Houston, and/or Opsinsight knowledge preferred
Familiar with Microsoft Applications such as Excel and Power Point
Excellent oral and written communication skills
Ability to explain and answer questions clearly and concisely
Problem Solving skills including identifying trends/root cause and mitigation
Ability to compile and present data to both internal and external stakeholders
Ability to adapt in a fast-paced environment and make independent decisions quickly
Ability to quickly learn internal applications
Strong organizational skills, detail oriented, business savvy, resourceful and risk management are essential skills.
Strong analytical and problem solving skills highly preferred.
Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions.
Ability to work and build partnerships cross-functionally to proactively communicate and to resolve issues and escalations with the highest sense of urgency.

Nice To Haves

Associates Degree preferred

Responsibilities

Proactively monitor and identify process gaps of internal and external clients
Collaborate with other departments to resolve operational/service-related issues and point out areas for process improvement
Assist in implementation of new plan launches and changes to programs
Serve as a resource for Account Management and Service Delivery to explain CSC processes
Support Business analyst in updating accounts for accurate reporting to clients
Prioritize workload to meet client deadlines
Understand current processes and identify opportunities to standardize, document and define procedures
Responds to complex service issues and inquiries, solving non-routine problems, and ensuring client satisfaction
Recognized internally as a subject matter expert on all facets of Accredo business
Accountable for the completion of assigned work/projects with a focus on quality and the effective use of cross-functional partnerships.
Research patient experience through each of the Accredo systems pointing out service failures and coaching opportunities.
Empowered to voice ideas/solutions for process improvements or enhancements to the organization.
Independently determines best course of action for immediate resolution of any service issues or escalation.
Engages the necessary internal partners to deliver quality solutions for account teams and clients.
Provide 5-Why root cause analysis on identified Accredo operational errors
Mentor new CSC level 1 agents to help them gain the experience to transition to Level 2.
Assist with new hire training as needed.