Customer Service Senior Representative -Express Scripts - Remote

Cigna Healthcare is a leading health services organization, and they are seeking a Customer Service Senior Representative to provide exceptional service to patients and partners. The role involves data entry, coordinating access to support services, and resolving complex reimbursement issues while maintaining effective relationships with clients.

Responsibilities:

• Provides best in class customer services to our patients, caregivers, manufacturers and internal and external partners
• Performs data entry tasks in multiple systems. Follows up via phone, mail, and/or fax for missing enrollment information and documents interactions accordingly
• Answer inbound calls and adheres to program-approved talking points and/or scripting for all inbound and outbound call interactions
• Understanding of insurance benefits and experience verifying insurance coverage for commercial, Medicaid and Medicare plans
• Coordinates access to appropriate support services, including reimbursement counseling, Patient Access and Copay Assistance programs, and general support
• Identifies and escalates repetitive questions and /or problems so that corrective action can be pursued and expedited
• Makes independent judgments in order to respond to complex or critical reimbursement issues
• Special projects and other duties as assigned

Requirements:

• High School diploma or GED
• Ability to maintain effective relationships with client base to ensure the effective delivery of superior customer service
• 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
• The candidate will need a friendly, confident disposition, a passion for talking on the phone, inquisitive and helpful nature, and a natural sense of curiosity