Note: The job is a remote job and is open to candidates in USA. The Cigna Group, through its Accredo Rare Disease team, supports patients with rare and complex conditions by helping them receive needed medications and care. The Customer Service Representative handles high-volume inbound calls, coordinates medication shipments, provides order information, supports payment or co-pay assistance, and resolves patient concerns.
Responsibilities
- Manage approximately 75–100 inbound calls per day, assisting patients and members with professionalism and care
- Coordinate and schedule medication shipments to ensure timely delivery
- Provide updates on order status and answer questions clearly and accurately
- Support payment collection or co-pay assistance when applicable
- Transfer calls to appropriate departments when specialized support is needed
- Use sound judgment to resolve customer concerns and de-escalate challenging situations
- Maintain accuracy and efficiency while meeting performance and quality expectations
- Adapt to changing processes, systems, and patient needs in a fast-paced environment
Skills
- High School Diploma or Equivalent
- At least 6 months of customer service experience
- At least 6 months of call center experience
- Strong verbal communication skills and ability to explain information clearly
- Demonstrated ability to work in a fast-paced, high-volume call environment
- Reliable internet access and a distraction-free home workspace
- Ability to attend and complete full training without absences
- This role requires strong communication skills, attention to detail, and the ability to navigate sensitive conversations with empathy
- Candidates must have reliable internet, a distraction-free workspace, and the ability to work independently without dependent care responsibilities during scheduled work hours
- Candidates must reside within 50 miles of one of the following locations: Memphis, TN; Tempe, AZ; Warrendale, PA; or Whitestown, IN
- Required 12-week training period with no absences
- Training schedule: Monday through Friday, 8:00 AM to 5:00 PM CST
- After training: Monday through Friday, 10:00 AM to 7:00 PM CST
- 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
- Action oriented with a strong sense of accountability
- Effective de-escalation skills and ability to handle sensitive conversations
- Strong decision-making and problem-solving skills
- Situational adaptability in a dynamic environment
- Resilience and ability to manage high call volumes
- Clear, professional communication style
- Experience in healthcare, pharmacy, or benefits-related roles
Benefits
- Fully remote position
- Comprehensive benefits package designed to support health, financial security, and work-life balance
- Opportunities to grow your career within the company, including advancement into specialized roles, leadership positions, and other areas across the organization
Company Overview