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The representative will handle inbound calls from members, providers, and pharmacies regarding pharmacy benefit management and mail-order pharmacy services. They are responsible for documenting member concerns, meeting call center metrics, and navigating multiple software applications simultaneously.
SUMMARY
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.
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.
• Enjoy a work-from-home lifestyle where you can virtually connect with coworkers and customers.
QUALIFICATIONS:
• 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.
For this position, we anticipate offering an hourly rate of 17.75 - 19 USD / hourly, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus plan.
At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. 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. For more details on our employee benefits programs, click here.
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.
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