Accredo is currently seeking a Customer Service Representative. The Customer Service Representative delivers basic technical, administrative, or operative Customer Service tasks. Performs simple data entry, sorts requests, and maintains files. Understands simple instructions and procedures. Performs Customer Service duties under direct instruction and close supervision. Work is allocated on a day-to-day or task-by-task basis with clear instructions. Entry point into professional roles.

Are you passionate about assisting others and thrive in a dynamic virtual environment? Join our team at Accredo by Evernorth, a leading specialty pharmacy serving patients with complex health conditions. As an Enhanced Patient Care Advocate, you'll play a crucial role in delivering exceptional patient care and support while representing Accredo with professionalism and empathy to members from our newest health plans. Our Enhanced Patient Care Advocates are integral to our mission of elevating patient care. With a focus on empathy and attention to detail, you'll anticipate patient needs and provide solutions proactively. This role requires a commitment to excellence in customer service and the ability to thrive in a fast-paced virtual environment.

RESPONSIBILITIES:

• Assist patients and prescribers through inbound/outbound phone calls or web support.

• Represent Accredo to new patients joining our pharmacy for the first time.

• Handle various inquiries including scheduling medication orders, order status updates, explaining patient benefits, resolving account issues, and billing inquiries.

• Serve as a liaison between patients and internal expert teams.

• Participate in extensive paid training to ensure proficiency in Accredo/Cigna systems and procedures.

• Maintain high call volume productivity, handling an average of 30-50 calls daily.

• Adhere to scheduled work hours and meet performance metrics.

QUALIFICATIONS:

• High School Diploma or GED required.

• 2+ years of customer service experience. 

• 1+ years of Accredo Customer Service experience preferred.

• Proficient in Microsoft Office Suite and navigating multiple systems simultaneously.

• Ability to excel in a high-volume call center environment.

• Strong communication skills, both written and verbal.

• Organized with excellent time-management abilities.

• Customer-oriented with the capacity to adapt to various patient perspectives.

• Must be available to work within Contact Center hours: Monday through Friday, 8a - 5p CT or 9a - 6p CT

• Reliable internet connectivity and a dedicated workspace free of distractions required.

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 17.75 - 19 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.

At The Cigna Group, 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), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.

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 orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you need a reasonable accommodation to complete the online application process, please email [email protected] for assistance.  Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.