Client Account Support Analyst - Accredo - Remote

Delivers professional activities in the Client Services job family. Responsible for providing client support in the areas of service, maintenance and penetration. Responds to inquiries, solving problems, and ensuring client satisfaction with products and service. Coordinates with account manager to ensure needs are met and potential problems are averted. Keeps account manager informed of account status and opportunities for expanded business. May make on-site presentations to existing and prospective clients to educate and inform on products. Applies standard techniques and procedures to routine instructions that require professional knowledge in specialist areas. Provides standard professional advice and creates initial reports/analyses for review. May provide guidance, coaching, and direction to more junior members of the team in Client Account Support.

As a Client Account Support Analyst you will primarily be responsible for providing and maintaining excellent service to clients and account managers via e-mail or telephone to handle escalations and any rework needed.

What you'll do:

• Provide Client, Account Team, and Sales support in the areas of Accredo service, patient recovery, and escalation mitigation
• Respond to inquiries, solve problems, and ensure client satisfaction with products and service
• Coordinate with account managers to ensure patient needs are met and potential problems are averted
• Keep account manager or external contacts informed of account status and opportunities for continuous improvement
• Work with internal and external partners: Account Management, Payer Clients, and Service Delivery to answer questions related to processes, research patient concerns and escalations
• Proactively identify issues and trends, identify root cause, and work with operational leadership to develop appropriate mitigation
• Collaborate with internal teams to resolve issues
• Provide accurate information based upon Accredo Specialty Pharmacy processes and/or plan eligibility
• Log all patient-related Service Requests with a goal to resolve most within one business day
• Follow up on open Service Requests and work with applicable pharmacy areas to provide updates and resolution

What you'll need:

• High School Diploma or GED required
• 2+ years of Accredo Specialty Pharmacy experience working with RxHome and ESD required
• Experience working with TMW and Bluezone highly preferred
• Experience working within more than one Accredo team preferred
• Problem solving skills and the ability to work collaboratively with other departments to resolve issues
• Excellent oral and written communication skills and the ability to explain answer questions in a clear, concise manner
• Strong reading and comprehension skills
• Ability to adapt in a fast-paced environment and make independent decisions quickly
• Familiar with Microsoft applications including Word, Excel, Outlook
• Ability to quickly learn internal applications with the ability to troubleshoot
• Willingness and ability to be flexible with schedule according to department needs

We expect this role will be fully virtual, work from home, and the schedule to fall within Monday - Friday 8:00AM - 8:00PM EST.

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 22 - 34 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.

We want you to be healthy, balanced, and feel secure. That's why 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) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group.

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 require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.

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.