Operations Representative (Phone)

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Have you heard? Express Scripts is now part of Cigna. Together, we've got big plans. We want to change health care to make it more affordable, more personalized, and more focused on helping the whole person to achieve better health outcomes. And that's only the beginning. Read on to learn more about working with us.

Are you ready to step into a position that combines your communication skills, attention to detail, ability to multitask, and unrelenting drive to help others? As a Phone Operations Representative, you'll be part of a dedicated team which ensures that our customers receive accurate and timely prescription therapy.

POSITION SUMMARY

This position is located at our Troy, NY location.

• After completion of on-site (in person) training, this position will transition to 100% work from home. This may be subject to change to working onsite at the Troy, NY pharmacy location in the future.

Schedules after training will be 9:00am - 5:30pm Monday - Friday, (training schedule may differ from regular schedule)

The Phone Operations Representative will be responsible for reviewing orders to determine if there is a past due balance that needs payment before the order can ship and contacting patients to get approval to send orders that are over the billable limit. Position typically requires excellent interpersonal skills and ability to understand and interpret standard operating procedures. Works to clearly defined procedures under close supervision.

Essential Duties:

• Handle outbound member calls as needed for payment resolution and obtain other information from members as needed in order to facilitate order processing.
• Act as a liaison for patients to resolve issues.
• Work to research and release orders in a timely manner.
• Maintain accurate and complete documentation of all inquiries in order to continuously improve member experience.
• Use our systems to handle issues and resolve concerns.
• Make appropriate updates to patients' accounts as needed.
• Juggle multiple tasks without sacrificing attention to detail.
• Learn additional tasks as needed.

Required:

• Must be a New York resident and live within 50 miles of the Troy location.
• High School Diploma/GED
• Strong focus on customer service, quality and accuracy
• Detail-oriented with strong organizational skills
• Excellent oral and written communication skills
• Ability to adapt in a dynamic work environment
• Ability to learn quickly, solve problems and make decisions in a timely fashion
• Must be able to work scheduled shifts and be able to come on site as needed.
• Ability to successfully complete Express Scripts' required training program
• Be compliant with the work from home policy which includes but is not limited to conducting business in a private area where others are not present located to ensure that company and patient information is kept confidential
• 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.

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. For this position, we anticipate offering an hourly rate of 17 - 23 USD / hourly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That's why you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group.

About Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.

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: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.