Client Account Support Analyst - Express Scripts - Remote

The Client Service Center Specialist 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 resolutions in a centralized database and helps to identify repetitive issues or questions in order to pursue process or procedural changes.  The CSC may assist the 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. 
• Research and process adjustment requests
• Research member accounts to determine if an adjustment is warranted
• Make outbound calls to members regarding adjustment requests to advise either issued or determined not warranted
• Review calls between member and Member Services to determine if member received correct information
• Work internal requests
• Other projects and tasks as assigned.

QUALIFICATIONS

• High school diploma required
• 4 years (or more) experience in a customer service setting, preferably 2 years in an ESI contact center environment
• RTL experience is a plus
• Knowledge of ESI products and services very helpful
• 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
• Proficient knowledge of CSP/ESD
• Willingness to work a flexible schedule for peak call times
• Ability to multi-task

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 including but not limited to lactation, sexual orienta