Customer Service Representative - Express Scripts - Remote

The Cigna Group is a global Health Service company dedicated to helping people improve their health and vitality. Our Pharmacy Benefit Management (PBM) team 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. 

RESPONSIBILITIES   

• Answer inbound calls from members, providers, and pharmacies with questions about Pharmacy Benefit Management (PBM) benefits and mail-order pharmacies.  

• An average of 70-80 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. 

• Regular and predictable attendance.

• Resolve customer complaints through independent problem-solving skills and one-call resolution.  

• Understand and strive to meet or exceed call center metrics while providing excellent consistent customer service.  

QUALIFICATIONS 

• High School diploma or equivalent 

• 1 year of call center experience is required 

• A dedicated workspace with no distractions is required 

• Experience in healthcare, insurance, pharmacy, customer service, or billing is highly preferred

• Intermediate proficiency in Microsoft Outlook, Teams, Excel

• Strong organization skills, written, and verbal communication skills 

• Ability to remain calm and helpful even when dealing with difficult situations  

• Foster teamwork and partnership with cross-functional departments to resolve issues and improve customer experience 

• Computer literacy and ability to manage multiple applications simultaneously