Customer Service Representative – Concierge Service Team - Freedom Fertility

Cigna Healthcare•Newburyport, MA

1d•Remote

About The Position

As a Customer Service Representative – Concierge Service Team at Freedom Fertility, you’ll use your empathy and listening skills to handle inbound calls from patients and learn more about their medical history and challenges with fertility. This is not your average customer service job – you’ll work for a company that truly cares about people while helping our patients achieve happiness. You will ensure process efficiency by working with both patients and physicians to coordinate fertility plans and medications, own the patient experience through resolving customer issues and ensuring 100% follow-up, pay attention to detail by accurately obtaining and entering patient information, including shipping, insurance and payment information, and be a team player by communicating with colleagues in different departments to handle orders in a timely manner. Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. They are dedicated to improving the health and vitality of those they serve through Cigna Healthcare and Evernorth Health Services.

Requirements

An empathetic and fun-loving personality with a few good jokes on the ready.
Minimum of 1 year of experience in a customer service position.
High School Diploma or GED required.
Excellent customer service, organization and time management skills.
Strong attention to detail, accuracy, and quality.
Excellent communication skills; written and verbal.
PC skills including knowledge of Microsoft Office Suite and Internet.
Willingness to work a flexible schedule.
Internet connection obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload (for remote work).

Responsibilities

Work with both patients and physicians to coordinate fertility plans and medications.
Own the patient experience through resolving customer issues and ensuring 100% follow-up to customers.
Accurately obtain and enter patient information, including shipping, insurance and payment information.
Communicate with colleagues in different departments to handle orders in a timely manner.
Assist in finding emergency same-day medications.
Setting up couriers from Freedom and local pharmacies.
Set up reships along with same-day medication needs.
Inform patients of any carrier delays.