Customer Service Senior Representative - Express Scripts - Rochester, NY

Customer Service Senior Representative

Express Scripts is currently seeking a Customer Service Senior Representative. In this exciting and challenging role as a Customer Service Senior Representative, you will be working within the fast-paced environment of the Central Nursing Team. As a first line of contact, this role will independently assist both internal and external clients within scope by clarifying and researching desired information and resolving non-clinical problems.

Responsibilities:

• Work with Nurse Managers/Supervisors, field staff, and patients to schedule visits for home infusion within a region of branches.
• Complete all nurse assignments for patients, reschedules visits based on patient availability, staff new patients with appropriate nurses, and proactively monitors all patient appointments to confirm accuracy.
• Work with pharmacy, reimbursement, and nursing departments as coordinator for nursing referrals while providing great customer service.
• Work with various staff, departments, and prescribers via fax, email, IM, and phone. Monitors both personal email as well as nursing mailboxes for follow up needed, prioritizing by ask.
• Manipulate multiple Excel documents to determine what needs to be completed and urgency of completion.
• Respond timely to inquiries from patients, field staff, and other departments for information and assistance regarding nursing and patient referrals and schedules.
• Investigate/research issues and provide resolution.
• Take initiative for problem solving with ability to multitask effectively and use critical thinking.
• Correct and timely entry of data in appropriate systems.

Qualifications:

• High School education or GED required.
• 5+ years of relevant Customer Service experience.
• High proficiency and regular use of Excel and Outlook required.
• A pro-active work ethic with ability to be managed/trained virtually.
• Detail orientation.
• Excellent written and oral professional communication skills.
• Ability to adapt in a dynamic work environment, learn quickly, solve problems, and make independent decisions.

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 17.98 - 26 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.

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. 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. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.