What are the responsibilities and job description for the Customer Service Senior Representative - Express Scripts- Remote position at The Cigna Group?
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MUST BE LOCATED WITHIN 50 MILES OF 261 CEDAR HILL ST., BUILDING C, MARLBOROUGH, MA 01752 or 44927 GEORGE WASHINGTON STE 135, ASHBURN, VA 20147.
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 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 timely.
Works with Nurse Managers/Supervisors, field staff, and patients to schedule visits for home infusion within a region of branches. Completes all nurse assignments for patients, reschedules visits based on patient availability, staff new patients with appropriate nurses, and proactively monitors all patient appointments to confirm accuracy. Works with pharmacy, reimbursement, and nursing departments as coordinator for nursing referrals. Works with various staff, departments, and prescribers via fax, email, IM, and phone. Monitors both personal email as well as nursing mailboxes for follow up needed, prioritizing by ask. Manipulates multiple Excel documents to determine what needs to be completed and urgency of completion. Responds timely to inquiries from patients, field staff, and other departments for information and assistance regarding nursing and patient referrals and schedules.
ESSENTIAL FUNCTIONS
- Use of pharmacy and scheduling programs for documentation and nurse scheduling of home infusion visits.
- Proactively communicate to field staff, nurse management, and patients.
- Investigate/research issues and provide resolution.
- Take initiative for problem solving with ability to multitask effectively and use critical thinking.
- Correct and timely entry of data in appropriate systems.
- A pro-active work ethic with ability to be managed/trained virtually.
- High proficiency and regular 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.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.
