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

Cigna Healthcare•Whitestown, IN

2d•Onsite

About The Position

The Customer Service Associate Representative supports medication returns, patient inquiries, and returns processing at the Whitestown Pharmacy. The role conducts research, resolves return-related issues, and communicates with patients to provide timely and accurate resolutions. Daily work includes prescription return processing, outbound patient outreach, documentation, inventory handling, and administrative support. Team members develop proficiency across Returns Room processes and contribute to a collaborative, patient-focused environment. The role also participates in rotating Clerk Room duties, including Resends, Pharmalink support, and Hazmat processing. Work must comply with company policies, regulatory requirements, and patient confidentiality standards. The position is site-dependent at the Whitestown Pharmacy, with an anticipated Monday–Friday schedule of 8:00 AM–4:30 PM CT.

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 stooping, kneeling, crouching, bending, and twisting.
Ability to perform computer-based work and data entry for extended periods.

Nice To Haves

Pharmacy Technician License (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 maintaining department quality and compliance standards.
Research, evaluate, and process returned medications and prescription packages to determine appropriate resolution pathways.
Accurately document patient interactions, return details, and resolution activities in designated systems.
Maintain and support daily 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 as required.
Develop proficiency across major Returns Room responsibilities through continuous learning.
Support team objectives and participate in other departmental assignments as needed.