Client Account Support Analyst, Escalations and CSC - Express Scripts - Remote

POSITION SUMMARY

The Client Account Support Analyst 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.

Essential Functions

• Day to day contact with clients for issue resolution by handling inbound client calls and written correspondence while maintaining service levels. 
• Act as the first point of contact for resolution of complex issues from clients and account management.
• Make independent judgments in order to respond to complex or critical customer issues.
• Work collaboratively with other departments to research and resolve issues.
• Respond to clients and account managers within performance agreement guidelines.
• Maintain accurate and complete documentation of all inquiries. 
• 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 GED required. Bachelor’s Degree preferred.
• 3+ years of experience in Pharmacy Benefit Industry.
• 3+ years’ client facing experience in the Healthcare Industry preferred.
• Knowledge of Medicare plans.
• Ability to work required shift of Monday-Friday, 11:30am - 8:00pm EST or 12:30pm - 9:00pm EST.
• ​Prior experience with CSP and Polaris systems.
• Prior Pharmacy Benefit plan design experience highly preferred.
• Proven experience problem solving, researching, analyzing data and resolving clients issues with strong attention to detail.
• Exceptional customer service skills and demonstrated ability to handle challenging customers in a professional manner required.
• Ability to multi-task, prioritize and work well under pressure.
• Strong verbal and written communication skills.
• Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions with minimal supervision.
• Microsoft Office, Word, Excel and PowerPoint experience preferred.

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 hourly rate of 23 - 35 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.

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

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. 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 inclu