Customer Service Representative- Evernorth- Remote (Per Diem)

The Cigna Group•Longwood, FL

About The Position

The Customer Service Representative works with the Central Florida Nursing Team as a first point of contact for internal and external clients. Within the role’s scope, the representative clarifies and researches information and resolves non-clinical problems. The position coordinates home-infusion nursing visits and referrals, supports patients and staff, and maintains accurate scheduling and data entry. The role is per diem, with coverage scheduled as needed, including 2–3 weekends per month from 8 a.m. to 5 p.m. EST and occasional weekday coverage. The position is described as remote/on-site for the Longwood office. For work performed from home, an internet connection through cable broadband or fiber optic service with speeds of at least 10 Mbps download and 5 Mbps upload is required. CarepathRx, part of Evernorth Health Services, describes its work as improving access to specialty pharmacy, infusion, and enteral therapies. The Cigna Group says it is dedicated to improving the health and vitality of those it serves through Cigna Healthcare and Evernorth Health Services.

Requirements

High school education or GED.
At least 3 years of relevant customer service experience.
High proficiency and regular use of Excel and Outlook.
Proactive work ethic and ability to be managed and trained virtually.
Strong attention to detail.
Excellent written and oral professional communication skills.
Ability to adapt in a dynamic work environment, learn quickly, solve problems, and make independent decisions.
For work at home occasionally or permanently, cable broadband or fiber optic internet service with minimum speeds of 10 Mbps download and 5 Mbps upload.

Responsibilities

Work with Nurse Managers, Supervisors, field staff, and patients to schedule home-infusion visits within a region of branches.
Complete nurse assignments for patients, reschedule visits based on patient availability, staff new patients with appropriate nurses, and proactively monitor appointments for accuracy.
Coordinate nursing referrals with pharmacy, reimbursement, and nursing departments while providing customer service.
Communicate with staff, departments, and prescribers by fax, email, instant message, and phone.
Monitor personal email and nursing mailboxes for follow-up needs and prioritize requests.
Use multiple Excel documents to determine outstanding work and its urgency.
Respond promptly to patients, field staff, and other departments seeking information or assistance with nursing and patient referrals and schedules.
Investigate and research issues and provide resolutions.
Take initiative in problem solving, multitask effectively, and use critical thinking.
Enter data accurately and promptly in appropriate systems.