Customer Service Representative - Accredo

The Cigna Group•Remote, IN

11d•$18 - $19•Remote

About The Position

Remote Opportunity - Must live in Arizona, Indiana, Georgia, Pennsylvania, Texas, Virginia, or Oregon. Are you passionate about assisting others and ready to thrive in a fast-paced, highly structured virtual environment? Join our team at Accredo Specialty Pharmacy, a leading specialty pharmacy serving patients with complex and critical health conditions. As a Customer Service Call Center Representative, you'll play a vital role in supporting patients, ensuring timely access to life-impacting medications while representing Accredo with professionalism and empathy. This is not a typical customer service role — our work directly impacts patients' health and well-being. We are looking for individuals who are dedicated, detail-oriented, and committed to making a difference. Key Responsibilities Answer inbound phone calls in a high-volume contact center setting with professionalism and efficiency. Support patients with medication orders, benefits explanations, billing inquiries, and complex issue resolution. Follow structured workflows and adhere to a scheduled, continuous call-taking environment until designated breaks. De-escalate concerns and provide empathetic solutions within standard operating procedures. Maintain patient confidentiality and comply with healthcare regulations. Meet monthly performance metrics and actively participate in ongoing training and feedback. Role Expectations Attend a paid 9-week virtual training program (on camera) with required participation in live call-taking and assessments. Maintain reliable internet and a distraction-free home workspace. This is a highly structured role requiring the ability to remain focused and engaged while taking back-to-back calls for the duration of each shift. The position involves handling sensitive health-related issues, not casual customer service requests. Ideal candidates will understand the serious nature of the work and the importance of accuracy, empathy, and responsibility. This is a desk-based role that requires the ability to sit for extended periods and work at a computer screen throughout the entire shift. Join Our Team: Start a meaningful career with Accredo Specialty Pharmacy, part of Evernorth Health Services, where you’ll have the opportunity to impact lives every day. We offer robust training, ongoing development, and a supportive virtual team environment where excellence is the standard. If you're ready to bring your skills and dedication to a mission-driven role, apply today.

Requirements

High School Diploma or equivalent required.
No experience required, but 1+ years of healthcare customer service experience preferred.
Ability to excel in a high-volume call center environment.
Flexibility with a changing environment of call types, processes, and procedures.
Strong problem-solving skills with the ability to analyze situations, identify solutions, and take appropriate action in real-time.
Strong communication skills, both written and verbal.
Organized with excellent time-management abilities.
Customer-oriented with the capacity to adapt to various patient perspectives.
Proficient in Microsoft Office Suite and navigating multiple systems simultaneously.
Must be available to work within Contact Center hours: Monday through Friday, 8:00 am to 11:00 pm EST, and Saturday, 8:00 am - 5:00 pm EST.
Reliable internet connectivity and a dedicated workspace free of distractions required.
Must attend 100% of training and work your schedule the first 90 days of employment.
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.

Nice To Haves

1+ years of healthcare customer service experience preferred.

Responsibilities

Answer inbound phone calls in a high-volume contact center setting with professionalism and efficiency.
Support patients with medication orders, benefits explanations, billing inquiries, and complex issue resolution.
Follow structured workflows and adhere to a scheduled, continuous call-taking environment until designated breaks.
De-escalate concerns and provide empathetic solutions within standard operating procedures.
Maintain patient confidentiality and comply with healthcare regulations.
Meet monthly performance metrics and actively participate in ongoing training and feedback.