Customer Service Representative - Work from home - Accredo

Now hiring for training classes in August and September!!

Have you heard? Accredo is now part of Cigna. Together, we've got big plans. How big, you ask? We are working to change health care to make it more affordable, more personalized, and more focused on helping the whole person to achieve better health outcomes. And that's only the beginning. Read on to learn more about working with us.

Are you passionate about helping people? Do you want to work from home? Think Cigna! We want to change health care to make it more; affordable, personalized, and focused on helping the whole person achieve better health outcomes. While working from home, our Customer Service Representatives are dedicated professionals who will respond to a high volume of inbound calls from patients assisting them with refills of their prescription medication, payments, etc. This position requires empathy, compassion and commitment to handling the patients' issues with a one call resolution.

Patient Care Advocate

• Do you enjoy helping people? Do you thrive in a fast paced, patient focused environment? How about working in a virtual environment? Cigna is one of the largest and fastest growing global health insurers in the world and Accredo is one of the top Specialty Pharmacies out there.
• Accredo does more than just deliver medication, we are dedicated to providing our patients with the education and care they deserve. We provide support and guidance when our patients need it most.
• As a Patient Care Advocate, you will work with and assist our patients to improve their health, well-being and peace of mind.
• At Accredo, we invest in you. As a Patient Care Advocate, you are offered extensive, paid hands-on training and a supportive post-training environment to ensure your success. We encourage career development and offer continuing educational resources internally and externally to help you drive your own professional advancement.

Role Summary

Our Patient Care Advocates are dedicated team members who excel at customer service, helping Accredo elevate our patient care to new heights by delivering support to our patient's phone or digital inquiries. You are on the front lines with patients, addressing each with care, detail, and most importantly, empathy. In this pivotal role, our Patient Care Advocates identify the patient's true needs in order to think ahead and eliminate surprises ensuring our patients have everything they need. We prioritize making it easy for our customers to do business with Accredo.

The following competencies are essential and critical for success in the role:

• Customer Focused - Asks questions to accurately identify and seeks to understand the patient's needs; displays confidence while maintaining ownership in resolving patient issues
• Problem Solver - Identifies the problem, determines cause, considers solutions, exercises judgment and takes action through resolution in a high-pressure, complex service environment
• Active Listener - Actively listens to caller, probes for clarification and provides guidance based upon patient's needs
• Empathetic/Makes the Patient Connection - Connects and relates with their patient, understands things from another person's perspective; has compassionate empathy taking feelings in to actions
• Resilient - Remains calm and objective in emotional or stressful situations; recovers quickly from disruptions or obstacles
• Resourcefulness - Leverages all available resources to accomplish tasks effectively and efficiently
• Strong Organization Skill - Manages real-time inquiries while keeping track of and responding to commitments and following up with patients; balances multiple priorities and competing demands
• Collaborator - Embraces our culture of performance and continuous improvement; Contributes to identify solutions

Qualifications

• High School Diploma or equivalent required; Associates or Bachelor's degree a plus
• 1+ years of customer service experience analyzing and solving customer problems required; call center experience a plus
• Computer experience with the ability to navigate multiple systems/databases; Intermediate proficiency in Microsoft Office Suite
• Ability to perform in a high volume, fast paced call center environment
• Proven ability to work independently in a virtual environment in addition to collaborating as part of a team
• Knowledge of pharmacy terminology a plus
• Excellent written and verbal communication skills
• Exceptional organizational and time-management focus
• Customer oriented; Able to relate and respond to patients with different perspectives, backgrounds and/or styles
• Must be willing to work a schedule within our Contact Center hours: Monday through Friday 7:00am to 10:00pm CST and Saturday 7:00am - 4:00pm CST

NOTE: You will be required to have reliable internet connectivity provided through a wired ethernet connection. A mobile or hot spot environment is not acceptable and you may need to purchase an Ethernet cord depending on your current set up.

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 17 - 18 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.

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives. What difference will you make?

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.

Cigna 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.