Job Location: Nashville, TN or Bedford, Texas
The Customer Service Senior Associate is responsible for maintaining a high level of customer service, quality, and accuracy while receiving inbound calls from and placing outbound calls to our customers and providers regarding the Medication Therapy Management (MTM) Program. Customer Service Senior Associates may also be required to answer a variety of customer and provider inquiries pertaining to other services provided by our Medicare and Medicaid lines of business.
Meet productivity and performance standards as well as maintain call center performance metrics including Average Handle Time, After Call Work, Quality, and Scheduled Adherence.
Maintain all company and regulatory compliance guidelines.
Ensure privacy and confidentiality as required by HIPAA and company guidelines.
Promote the company by providing superior customer service.
Actively listens to customers, probes for clarification, and provides guidance based upon each customer's individual needs.
Perform day-to-day work flow as directed including any special projects and additional tasks as assigned.
Adhere to all company policies and procedures including the company's attendance and employment policies.
High school diploma or equivalent required.
Pharmacy Technician Certification preferred (CPhT).
Minimum two years of customer service experience in any industry required, preferably in a call center or production environment.
Excellent communication and interpersonal skills.
Ability to understand and interpret policy provisions.
Demonstrate strong data entry, Intermediate or advance excel and typing skills with proficiency in the use of a PC including ability to use a mouse and keyboard interchangeably.
Ability to use telephone equipment including a headset.
Communicates information in a tactful and positive manner at all times.
Capacity to understand complex oral and written directions as well as technical information.
Exhibits a positive attitude at all times; embraces and adapts to change.
Demonstrate an ability to work as part of a high-performing team.
Capability to work overtime as needed during peak periods throughout the year (including nights and weekends).
Shifts are: 9am-6pm (CST) or 10am-7pm (EST)
Bilingual Spanish speaker preferred
Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation.
When you work with Cigna, you'll enjoy meaningful career experiences that enrich people's lives while working together to make the world a healthier place. What difference will you make? To see our culture in action, search #TeamCigna on Instagram.
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.