Customer Service Representative - Express Scripts - Remote

Cigna Healthcare • Washington, DC

1d • $18 - $19 • Remote

About The Position

The Cigna Group is a global Health Service company dedicated to helping people improve their health and vitality. We seek dedicated, compassionate, and empathetic Customer Service Representatives to join our team who are genuinely interested in helping people at some critical points of their lives. The Call Center Customer Service Representative represents the company, and our people make all the difference in our success. Enjoy a work-from-home lifestyle where you can virtually connect with coworkers and customers.

Requirements

• High School diploma or equivalent.
• 1 year of customer service experience is required.
• A dedicated workspace with no distractions is required.
• Intermediate proficiency in Microsoft Outlook.
• Strong organization skills, written, and verbal communication skills.
• Ability to remain calm and helpful even when dealing with difficult callers.
• Foster teamwork and partnership with cross-functional departments to resolve issues and improve customer experience.
• We service Medicare aged people (65+), and you will be expected to clearly communicate their benefits and find solutions to meet their needs.
• 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.

Responsibilities

• Answer inbound calls from Medicare & Medicaid members, providers, and pharmacies with questions about Pharmacy Benefit Management (PBM) benefits and mail-order pharmacies.
• An average of 50-70 calls are expected daily.
• Take calls back-to-back while toggling through several applications on multiple screens.
• Attend 100% of trainings and the first 90 days of employment.
• The Medicare representatives must document each customer's expression of dissatisfaction to include issues and the resolution provided to meet regulatory requirements.
• Use active listening skills when the members express concerns about medication coverage or costs and offer the members options for a starting coverage review to meet regulatory requirements.
• Understand and strive to meet or exceed call center metrics while providing excellent consistent customer service.
• You will learn and need to demonstrate understanding of call handling which includes compliance expectations and system navigation through several applications.

Benefits

• medical
• vision
• dental
• well-being and behavioral health programs
• 401(k)
• company paid life insurance
• tuition reimbursement
• a minimum of 18 days of paid time off per year
• paid holidays
• leaves of absence
• annual bonus plan

What This Job Offers

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