Note: The job is a remote job and is open to candidates in USA. Cigna Healthcare’s Accredo Specialty Pharmacy supports patients with complex and critical health conditions. The Customer Service Call Center Representative assists patients with medication orders, benefits, billing inquiries, and issue resolution while providing accurate, empathetic service in a highly structured, high-volume virtual contact center.
Responsibilities
- Answer inbound phone calls in a high-volume contact center setting with professionalism and efficiency
- Support patients with medication orders, benefits explanations, billing inquiries, and complex issue resolution
- Follow structured workflows and adhere to a scheduled, continuous call-taking environment until designated breaks
- De-escalate concerns and provide empathetic solutions within standard operating procedures
- Maintain patient confidentiality and comply with healthcare regulations
- Meet monthly performance metrics and actively participate in ongoing training and feedback
- Attend a paid 9-week virtual training program (on camera) with required participation in live call-taking and assessments
- Maintain reliable internet and a distraction-free home workspace
Skills
- High School Diploma or equivalent required
- Ability to excel in a high-volume call center environment
- Flexibility with a changing environment of call types, processes, and procedures
- Strong problem-solving skills with the ability to analyze situations, identify solutions, and take appropriate action in real-time
- Strong communication skills, both written and verbal
- Organized with excellent time-management abilities
- Customer-oriented with the capacity to adapt to various patient perspectives
- Proficient in Microsoft Office Suite and navigating multiple systems simultaneously
- Must be available to work within Contact Center hours: Monday through Friday, 8:00 am to 11:00 pm EST, and Saturday, 8:00 am - 5:00 pm EST
- Reliable internet connectivity and a dedicated workspace free of distractions required
- Must attend 100% of training and work your schedule the first 90 days of employment
- 1+ years of healthcare customer service experience
Benefits
- Remote work opportunity for employees living in Arizona, Indiana, Georgia, Pennsylvania, Texas, Virginia, or Oregon.
- Paid 9-week virtual training program.
- Annual bonus plan eligibility.
- Medical benefits starting on day one of employment.
- Vision benefits starting on day one of employment.
- Dental benefits starting on day one of employment.
- Well-being and behavioral health programs starting on day one of employment.
- 401(k).
- Company-paid life insurance.
- Tuition reimbursement.
- A minimum of 18 days of paid time off per year.
- Paid holidays.
- Leaves of absence.
- Ongoing development.
- Supportive virtual team environment.
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