Customer Service Representative - Lake Mary, FL

The job profile for this position is Customer Service Representative, which is a Band 1 Professional Career Track Role.

Excited to grow your career?

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!

Our people make all the difference in our success.

A Customer Service Representative is responsible for performing a variety of customer service functions; customer contact for resolution pricing issues, order placement, standing orders, RGA's, contract information, as well as, understand the specific Department metrics (such as Call Abandonment, Call Quality, and Attendance), and demonstrating an ability to achieve performance for the specified skills listed above.  This individual proactively recognizes cause and effect trends, identifies and clarifies customer needs, and works toward solutions.

The position requires the ability to maintain effective relationships with client base to ensure the effective delivery of superior customer service. This individual needs the ability to resolve customer issues through process expertise without having to escalate to higher levels of Management but also understands when higher level of authorization is required. Responsible for compiling and maintaining KPI reports for internal and external clients.  This individual needs a friendly, confident disposition, a passion for talking on the phone, inquisitive and helpful nature, and a natural sense of curiosity.

The customer support team is responsible for handling the majority of the inbound calls from customers to enter orders, confirm eligibility, research standing orders, verify contract administration, credit requests and returns, resolve customer issues, and answer questions relating to the delivery of the orders.

Here’s a little more on how you’ll make a difference:

• Ensure process efficiency – Work with both patients and physicians to coordinate fertility plans and medications. Own the patient experience through resolving customer issues and ensuring 100% follow-up to customers.
• Pay attention to detail – Accurately obtain and enter patient information, including shipping, insurance and payment information.
• Be a team player – Escalate complex claims to the Sr. Billing & Reimbursement Specialists for appropriate action.

Why join us?

• Health coverage effective day 1 (including medical, dental, vision)
• Holiday, PTO and OT pay
• 401K with company match
• Tuition reimbursement
• Fun, friendly and unique culture – bring your whole self to work every day!

What you need to do the job:

• High School Diploma or GED required
• Excellent phone skills required
• An empathetic and fun-loving personality with a few good jokes on the ready
• Excellent customer service, organization and time management skills
• PC skills including knowledge of Microsoft Office Suite and Internet

For positions that are hybrid:

This role is hybrid which allows most work to be performed at home or on occasion at a Cigna office location.

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.

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