Customer Service Senior Representative, Patient Scheduling - Express Scripts - Remote

Cigna Healthcare is a leading health services organization, and they are seeking a Customer Service Senior Representative to support the Central Nursing Team. This role involves assisting clients by clarifying information, resolving non-clinical problems, and coordinating nursing referrals while providing excellent customer service.

Responsibilities:

• Work with Nurse Managers/Supervisors, field staff, and patients to schedule visits for home infusion within a region of branches
• Complete 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
• Work with pharmacy, reimbursement, and nursing departments as coordinator for nursing referrals while providing great customer service
• Work 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
• Manipulate multiple Excel documents to determine what needs to be completed and urgency of completion
• Respond timely to inquiries from patients, field staff, and other departments for information and assistance regarding nursing and patient referrals and schedules
• 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

Requirements:

• High School education or GED required
• 5+ years of relevant Customer Service experience
• High proficiency and regular use of Excel and Outlook required
• A pro-active work ethic with ability to be managed/trained virtually
• Detail orientation
• Excellent written and oral professional communication skills
• Ability to adapt in a dynamic work environment, learn quickly, solve problems, and make independent decisions