About the position
As a Customer Service Associate Representative at Accredo by Evernorth, you will be an essential part of a leading specialty pharmacy dedicated to serving patients with complex health conditions. This remote position requires you to be located in specific states, including Arizona, Florida, Indiana, Georgia, Pennsylvania, Texas, or Utah. Your primary responsibility will be to assist patients and prescribers through various communication channels, including inbound and outbound phone calls and web support. You will handle a range of inquiries, such as scheduling medication orders, providing order status updates, explaining patient benefits, resolving account issues, and addressing billing inquiries. In this role, you will act as a liaison between patients and internal expert teams, ensuring that patients receive the support they need. You will participate in extensive paid training to become proficient in Accredo and Cigna systems and procedures, which is crucial for delivering exceptional patient care. The position demands high productivity, with an expectation to handle an average of 30-50 calls daily while adhering to scheduled work hours and meeting performance metrics. Your commitment to excellence in customer service, combined with your ability to thrive in a fast-paced virtual environment, will be key to your success. You will need to anticipate patient needs and provide proactive solutions, all while maintaining a focus on empathy and attention to detail. This role is not just about answering calls; it’s about making a meaningful difference in the lives of patients by elevating their care experience.
Responsibilities
- Assist patients and prescribers through inbound/outbound phone calls or web support.
- Handle various inquiries including scheduling medication orders, order status updates, explaining patient benefits, resolving account issues, and billing inquiries.
- Serve as a liaison between patients and internal expert teams.
- Participate in extensive paid training to ensure proficiency in Accredo/Cigna systems and procedures.
- Maintain high call volume productivity, handling an average of 30-50 calls daily.
- Adhere to scheduled work hours and meet performance metrics.
Requirements
- High School Diploma or equivalent required.
- 1+ years of customer service experience.
- Proficient in Microsoft Office Suite and navigating multiple systems simultaneously.
- Ability to excel in a high-volume call center environment.
- Strong communication skills, both written and verbal.
- Organized with excellent time-management abilities.
- Customer-oriented with the capacity to adapt to various patient perspectives.
- 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 within the first 90 days of employment.
Benefits
- Comprehensive training
- Career development opportunities
- Supportive virtual environment
