Medicare Pharmacy Customer Service Senior Representative - Cigna Healthcare - Remote

Job Description Summary:

The Customer Service Senior Representative in the Medication Therapy Management Call Center will work within the Cigna Medicare Pharmacy Quality Improvement Department. You will perform various tasks that contribute to improving customer medication therapy through customer, pharmacy, and provider engagement as well as assisting the management team in performing administrative duties. This call center role performs telephonic outreach for the purpose of completing Comprehensive Medications Reviews (CMRs). The CMR will help to ensure our customers are on the best medications for their medical conditions, check for potential cost savings opportunities and answer any questions our customers may have. With this role, there is some ambiguity, and responsibilities may vary based on need throughout the year, so the person in this position will need to be flexible and comfortable adapting to change.

Responsibilities:

• Utilize your customer service expertise to engage with customers, providers, and pharmacies. Manage inbound and outbound calls to engage customers to complete comprehensive medication reviews.
• Perform day-to-day workflow as directed including any special projects and additional tasks as assigned.
• Adhere to all company policies and procedures including the company’s attendance and employment policies.
• Maintain all company and regulatory compliance guidelines.
• Ensure privacy and confidentiality as required by HIPAA and company guidelines.
• Promote the company by providing superior customer service.
• Actively listens to customers, probes for clarification, and provides guidance based upon each customer’s individual needs.
• Other duties as assigned related to special projects or call center needs.

Qualifications:

• High school diploma or equivalent required.
• Pharmacy Technician Certification preferred (CPhT).
• Medicare benefit, pharmacy (retail / Pharmacy Benefits Manager), or health care experience preferred.
• 2+ years of customer service experience in any industry required, preferably in a call center or production environment.
• Position requires excellent communication and interpersonal skills.
• Strong computer and Microsoft Office product skills (e.g., Word, Excel, Outlook, etc.) required.
• Ability to use telephone equipment, including headset.
• Capacity to understand complex oral and written directions as well as technical information, ability to multi-task.
• Always exhibits a positive attitude; embraces and adapts to change.
• Demonstrate an ability to work as part of a high-performing team.
• Self-motivator with strong organizational skills, attention to detail, and exceptional time management skills required.
• Bilingual Spanish speaker preferred.

Work Schedule:

Department hours of operation: Any 8 hour shift between 9-7 (EST) Monday through Friday.

Job Location:

Work from home primarily but may require some in-office time on occasion.

Position Type:

Full-Time/ Regular

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 17 - 25 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