What are the responsibilities and job description for the Patient Care Advocate-Express Scripts position at Cigna?
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.
ESSENTIAL FUNCTIONS
Handle inbound and outbound member, provider and physician calls. Answer questions related to pharmacy benefits, while maintaining productivity standards and performance guarantees where applicable.
Work with other operational departments to research and resolve mail order and claims issues and respond to members within performance agreement guidelines.
Maintain accurate and complete documentation of all inquiries in order to continuously improve the customer service process and reduce potential legal concerns.
Identify and escalate in a prudent manner, concerns received from patients and/or clients so that corrective action can be pursued and expedited to take care of their needs.
Responsible for good housekeeping techniques, adhering to quality and production standards while complying with all applicable company, state and federal safety
Other duties as needed.
QUALIFICATIONS
High school diploma or equivalent and up to 1 year of relevant working experience
1 year of relevant experience
General PC knowledge including Microsoft Office and Internet
Excellent verbal presentation and communication skills
Ability to handle challenging customers in a professional manner
Ability to adapt in a dynamic work environment learns quickly, solve problems and make decisions
Willingness to work a flexible schedule for peak call times
ABOUT THE DEPARTMENT
myMatrixx® is a full-service pharmacy benefit management company focused on patient advocacy. By combining clinical expertise and advanced business analytics, myMatrixx simplifies workers’ compensation claims management while providing safer medication therapy management.
