Customer Service Associate Representative, Returns Room – Express Scripts- Whitestown, IN

Cigna Group•Whitestown, IN

1d•Onsite

About The Position

The Customer Service Associate Representative supports medication returns, patient inquiries, and returns processing at the Whitestown Pharmacy. The role researches return-related issues, communicates directly with patients, and helps ensure timely, accurate resolutions. It supports daily Returns Room operations, including prescription return processing, outbound patient outreach, documentation, inventory handling, and administrative work. The position also rotates through and maintains Clerk Room responsibilities, including Resends, Pharmalink support, and Hazmat processing. Team members are expected to develop proficiency across major Returns Room processes, adapt to changing business needs, and contribute to a collaborative, patient-focused environment while following company policies, regulatory requirements, and patient confidentiality standards.

Requirements

Strong attention to detail and analytical problem-solving abilities.
Excellent verbal and written communication skills.
Ability to interact professionally with patients and colleagues at all levels.
Strong organizational and time-management skills.
Ability to prioritize multiple tasks in a fast-paced environment.
Ability to work independently while contributing to team goals.
Ability to lift and move items weighing up to 25 pounds.
Frequent mobility throughout the work area, including the ability to stoop, kneel, crouch, bend, and twist.
Ability to perform computer-based work and data entry for extended periods.

Nice To Haves

Pharmacy Technician License (preferred, not required).
Previous customer service, healthcare, pharmacy, operations, or administrative experience.
Knowledge of Microsoft Office applications and data entry processes.

Responsibilities

Provide professional outbound communication to patients while meeting department quality and compliance standards.
Research, evaluate, and process returned medications and prescription packages to determine appropriate resolutions.
Document patient interactions, return details, and resolution activities accurately in designated systems.
Maintain and support Clerk Room operations, including Resends, Pharmalink activities, and Hazmat workflows.
Process credits and return-related transactions within established authorization guidelines.
Process incoming mail and returned prescription shipments.
Use multiple systems and resources to investigate and resolve patient and operational issues.
Protect patient privacy and confidential health information in accordance with HIPAA and company policies.
Adapt to changing business needs and support multiple Returns Room functions.
Develop proficiency across major Returns Room responsibilities through continuous learning.
Support team objectives and participate in other departmental assignments as needed.