Customer Service Supervisor - Express Scripts - Remote

Position Summary

 

As a Customer Service Supervisor, you will lead a team of contact center representatives who support patients and providers with pharmacy needs. You will coach and develop employees, manage daily team operations, and help ensure service and performance goals are met.

 

This role is a strong fit for a hands-on leader who enjoys developing employees, solving customer issues, and working with others to improve the customer and client experience.

 

Key Responsibilities

 

• Lead and support a team of 20+ virtual customer service representatives to meet quality, service, and productivity goals.
• Conducts proactive call monitoring and data analysis to promptly detect emerging service issues and trends.
• Coach employees through regular feedback, performance discussions, and development opportunities.
• Manage daily workflow and assign work based on business needs.
• Handle escalated customer issues and support timely, effective resolutions.
• Partner with other teams to improve the patient, prescriber, and client experience.
• Identify opportunities to improve processes and team performance.
• Support the hiring, training, and onboarding of new team members.
• Create a positive team environment that promotes accountability, collaboration, and strong performance.

 

Qualifications

 

• High School Diploma or GED required. Bachelor’s degree preferred.

• 2+ years of frontline leadership or supervisory experience preferred.

• Experience in pharmacy benefit management (PBM), specialty medications, healthcare, or a related industry preferred.
• Strong communication and people leadership skills.
• Ability to coach, develop, and provide clear feedback to employees.
• Strong problem-solving skills and ability to make sound decisions.
• Ability to handle difficult conversations professionally.
• Ability to work well with leaders and other departments to solve customer and business issues.
• Strong computer skills, including Microsoft Office and Excel.
• Ability to adapt to changing priorities in a fast-paced environment.
• Must be able to work a regular shift within the department's hours of operation: Sunday through Saturday, 7:00 a.m. to 12:00 a.m. EST.

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.

For this position, we anticipate offering an annual salary of 51,700 - 86,100 USD / yearly, 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, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

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.

If you need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance.  Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.