Customer Service Senior Representative - Accredo - Remote

The Cigna Group is a health services organization that focuses on creating innovative pharmacy, care, and benefit solutions. They are seeking a Customer Service Senior Representative to build and maintain relationships with business partners, oversee performance metrics, and ensure effective scheduling and staffing in a remote setting.

Responsibilities:

• Provide oversight of multiple leadership communication channels and supervisor team chats
• Enter and manage requests from leaders in Verint Workforce Optimization, including:
• Approving or declining paid time off requests based on staffing capacity
• Processing same-day schedule change requests
• Entering overtime segments
• Processing time off without pay requests
• Process requests submitted through the centralized email inbox, including:
• Flexible schedule requests
• Vacation buy-down paid time off requests
• Natural disaster requests
• Urgent governance requests
• Future coaching requests
• Overtime cancellations
• Voluntary time off requests
• Monitor, review, and enter scheduling exceptions documented in SharePoint
• Assist with global and individual system issues, troubleshooting directly with the production and capacity support team
• Coordinate and support learning management system training activities
• Monitor real-time schedule adherence using Verint Quick View
• Monitor staffing levels using workforce planning tools and report concerns as needed
• Conduct biweekly meetings with supervisors to discuss reminders, trends, and employee recognition
• Participate in supervisor team meetings to communicate reminders, provide process updates, and answer questions related to workforce and capacity planning

Requirements:

• High School Diploma or equivalent required; Bachelor's degree preferred
• Minimum of one year of experience in a workforce or performance coordination advisor role
• Must be a current participant in the Emerging Centralized Business Coordination program
• Strong business acumen with the ability to multitask in a fast-paced environment
• Strong proficiency in Microsoft Office products, including Microsoft Excel, with the ability to create and generate spreadsheets
• Strong analytical skills with the ability to analyze data, identify potential problems or opportunities, and recommend and implement solutions
• Excellent verbal and written communication skills, including the ability to explain complex or technical topics clearly, communicate effectively with individuals and groups, and actively listen
• Demonstrated ability to act with speed and purpose
• Detail-oriented with strong organizational and relationship-building skills
• Experience coaching peers preferred
• Demonstrated ability to positively embrace and adapt to change