What are the responsibilities and job description for the Customer Service Representative - Express Scripts- - Remote position at The Cigna Group?
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This position is responsible for assisting in the non-clinical daily management and support of the nursing department to meet regulatory requirements. Works within the fast paced environment of the Central Nursing Team to complete non-clinical projects and functions to deliver straightforward administrative and/or other basic business services in Customer Service. As a first line of contact, this team float role will independently assist both internal and external clients within scope by clarifying and researching desired information and resolving non-clinical problems within the nursing department, performing research to respond to inquiries and interpreting to determine most effective response. Works with Nurse Managers, Prescribers, field staff, and team members to schedule patient visits for home infusion and obtain nursing orders via email, IM, SharePoint, DocuSign, RightFax, and telephone. Responds timely to inquiries for information and assistance regarding nursing and patient referrals, nurse schedules, and nursing orders.
Position requires excellent interpersonal skills, critical thinking, multi-tasking, retention, professional maturity, attention to detail with data entry, and flexibility. Independently responds to inquiries ranging from routine to moderate complexity. Issues tend to be routine in nature. Excellent knowledge and understanding of Customer Service and business/operating processes and procedures. Works with clearly defined procedures under minimal to medium supervision. Enhances organization reputation by accepting ownership for responding to new and different requests. Escalates issues as necessary.
ESSENTIAL FUNCTIONS
- Use of pharmacy program, SharePoint, DocuSign, RightFax, eFax, and telephone for submission, tracking, imaging, and follow up of nursing orders for home infusion visits.
- Use of pharmacy and scheduling programs for documentation and nurse scheduling of home infusion visits.
- Proactively communicate to nurse management, prescribers, field staff, internal team members, and patients.
- Investigate/research issues and provide resolution.
- Take initiative for problem solving with ability to multitask effectively and use critical thinking.
- Accurate and timely entry of data in appropriate systems.
- A pro-active work ethic with ability to be managed/trained virtually
- Proficiency and use of Excel and Outlook
QUALIFICATIONS
- High School education or GED
- 5 years of relevant Customer Service experience
- Microsoft Office Suite
- Extremely detailed oriented
- Excellent written and oral professional communication skills
- Ability to adapt in a dynamic work environment, learn quickly, solve problems, and make independent decisions
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.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.
Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.
