Customer Service Supervisor - Express Scripts- Remote

MUST BE LOCATED IN EST TIME ZONES

Leads Customer Service team consisting of representatives focused on ensuring Accredo patients requiring home nursing support are scheduled appropriately and receive all necessary documentation prior to the first visit to initiate care.  Provides direction and guidance regarding policies, procedures, workflows, customer service quality, and training needs. Responsible for monitoring work, scheduling productivity and accuracy.  This is the first line supervisor of the administrative nursing scheduling staff. Typically responsible for a large number of direct reports in a process or transactional operations environment. Coordinates schedules and workflow for the team. Focuses on team completion of assignments and routines. Ensures the orientation and training of employees. Able to ensure all visits are scheduled and completed.

• Leads Customer Service team within nursing department consisting of experienced administrative, operative, and or technical roles

• Supervises the daily activities of a group of representatives who respond to/research customer/member inquiries and issues

• Provides direction and guidance regarding policies, procedures, workflows, customer service quality, and training needs

• Responsible for monitoring metrics, scheduling productivity and completeness according to department standards

• This is the first line supervisor of Customer Service Senior Representatives – Nursing

• Typically responsible for a large number of direct reports in a process or transactional operations environment

• Coordinates schedules and workflow for the team

• Focuses on team completion of assignments and routines

• Ensures the hiring, orientation, training, coaching, and performance of employees

• Handles escalations from patients and nursing team as needed and appropriate

• Must be comfortable speaking with nurses and patients in a fast-paced environment

REQUIREMENTS:

• 3-5 years’ experience in customer service leadership role

• Proven leadership with ability to gain stakeholder feedback and build strong team cohesion

• Ability to interpret data to evaluate and analyze possible solutions in business workflows

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

• Ability to train and coach less experienced staff to desired team results

• Ability to coordinate/host/lead meetings with large groups

• Willingness to work in production to complete tasks

• Willingness to work a flexible schedule

• Knowledge of standard concepts, practices, and procedures within a customer service organization

• Detail oriented with strong organizational and multi-tasking skills

• Must possess excellent verbal and written communication skills

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 47,500 - 79,100 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 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) with company match, 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, visit Life at Cigna Group.

About Evernorth Health Services

Evernor