Customer Service Center - Sr. Analyst - Express Scripts - Remote

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****Shift: Monday - Friday, 11:30 AM – 8:00 PM EST****

The Client Service Center Sr. Analyst provides support to CSC Leadership team with daily process and procedural tasks. Handles escalated or complex inquiries from clients related to member specific pharmacy benefits. This position is responsible for working to research and resolve inquiries within CSC performance guidelines.  The CSC educates clients on their benefit design which enables the client to better assist their members.  The CSC documents inquiries and resolution in a centralized database, and helps to identify repetitive issues or questions in order to pursue process or procedural changes.  The CSC may assist supervisor with work distribution and work plan development for team goals. The CSC escalates issues as necessary.

Delivers professional activities in the Client Services job family. Provide support to CSC Supervisor with day to day operational responsibilities and tasks. Responsible for providing client support in the areas of service, maintenance and penetration. Responds to inquiries, solving problems, and ensuring client satisfaction with products and service. Coordinates with account manager to ensure needs are met and potential problems are averted. Keeps account manager informed of account status and opportunities for expanded business. May make on-site presentations to existing and prospective clients to educate and inform on products. Applies standard techniques and procedures to routine instructions that require professional knowledge in specialist areas. Provides standard professional advice and creates initial reports/analyses for review. May provide guidance, coaching, and direction to more junior members of the team in Client Account Support.

ESSENTIAL FUNCTIONS:

• Day to day contact with clients for issue resolution by handling inbound client calls and written correspondence while maintaining service levels. 

• Monitor daily phone & email volumes to ensure work flows are handled quickly & appropriately.

• Make independent judgments in order to respond to complex or critical customer issues.

• Work collaboratively with other departments to research and resolve issues.

• Assist with Claims Adjustment Processes.

• Serve as SME for internal process/procedure inquiries.

• Responsible for new hire training, ongoing process update training, maintaining all training material.

• Identify, document, and report all repetitive questions and/or problems and recommend potential solutions. 

• Other projects and tasks as assigned.

QUALIFICATIONS:

• High school diploma or equivalent

• 4 years (or more) experience in a customer service setting

• 2 years in Client Service Center

• RTL experience is a plus

• Knowledge of ESI products and services

• Proficient knowledge of ESD

• Knowledge of Client Service Center products and services

• Excellent phone presentation skills, verbal, and written communication skills

• Demonstrated ability to handle challenging customers in a professional manner

• Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions with minimal supervision. 

• General PC knowledge including Microsoft Office, Internet, and email, along with a detailed knowledge of ESI’s call center systems

• Some knowledge of advanced Excel functions highly preferred

• Willingness to work a flexible schedule for peak call times

• Ability to multi-task

• Bilingual (Spanish) is a plus

 

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 55,300 - 92,100 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.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting you