Client Service Center Analyst - Express Scripts - Remote

The Cigna Group

4d • $24 - $36 • Remote

About The Position

The Client Service Center (CSC) Analyst serves as an advocate for members by resolving escalated and complex pharmacy benefit issues that impact access to care, affordability, and understanding of benefits. The CSC Analyst partners closely with clients and members to research and resolve concerns accurately, efficiently, and with a high sense of urgency, while adhering to established performance and quality guidelines.
This role requires thorough documentation of inquiries and resolutions in a centralized database, as well as the ability to identify recurring issues or trends in order to support process improvements. The CSC Analyst may also support leadership with workload coordination and appropriately escalate issues to ensure timely and effective outcomes for members.

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.
• 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.
• If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

Nice To Haves

• Resolution Team Lead experience preferred.
• Bilingual (Spanish) skills a plus

Responsibilities

• Exercise independent judgment to research and resolve complex, sensitive, or critical member and client issues.
• Collaborate with cross-functional departments to investigate issues and determine appropriate resolutions.
• Review, process, and respond to internal and member requests in accordance with service level and performance agreements.
• Maintain accurate, complete, and timely documentation of all inquiries, actions taken, and resolutions.
• Research and process pharmacy benefit adjustment requests.
• Identify, document, and report recurring issues, trends, or questions, and recommend potential process or procedural improvements.
• Conduct outbound calls to members regarding adjustment requests, providing clear and timely communication on determinations, including when adjustments are approved or denied.
• Review recorded calls between members and Member Services to ensure information provided is clear, accurate, compliant, and consistent with benefit policies.
• Support additional projects, initiatives, and responsibilities as assigned by leadership.

Benefits

• At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs.
• We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays.
• For more details on our employee benefits programs, click here.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED