Customer Service Senior Representative - Express Scripts - Rochester, NY

The Cigna Group • City of Rochester, NY

1d • $18 - $27

About The Position

Express Scripts is currently seeking a Customer Service Senior Representative. In this exciting and challenging role as a Customer Service Senior Representative, you will be working within the fast-paced environment of the Central Nursing Team. As a first line of contact, this role will independently assist both internal and external clients within scope by clarifying and researching desired information and resolving non-clinical problems.

Requirements

• High School education or GED required.
• 5+ years of relevant Customer Service experience.
• High proficiency and regular use of Excel and Outlook required.
• A pro-active work ethic with ability to be managed/trained virtually.
• Detail orientation.
• Excellent written and oral professional communication skills.
• Ability to adapt in a dynamic work environment, learn quickly, solve problems, and make independent decisions.
• 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

• Work with Nurse Managers/Supervisors, field staff, and patients to schedule visits for home infusion within a region of branches.
• Complete all nurse assignments for patients, reschedules visits based on patient availability, staff new patients with appropriate nurses, and proactively monitors all patient appointments to confirm accuracy.
• Work with pharmacy, reimbursement, and nursing departments as coordinator for nursing referrals while providing great customer service.
• Work with various staff, departments, and prescribers via fax, email, IM, and phone. Monitors both personal email as well as nursing mailboxes for follow up needed, prioritizing by ask.
• Manipulate multiple Excel documents to determine what needs to be completed and urgency of completion.
• Respond timely to inquiries from patients, field staff, and other departments for information and assistance regarding nursing and patient referrals and schedules.
• Investigate/research issues and provide resolution.
• Take initiative for problem solving with ability to multitask effectively and use critical thinking.
• Correct and timely entry of data in appropriate systems.

Benefits

• Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs.
• We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays.

What This Job Offers

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