Customer Service Senior Representative - Accredo - Remote - Remote Eligible

Job Summary

This role is responsible for building and maintaining strong relationships with business and operational partners. The position communicates call performance trends and provides insights, recommendations for improvement, and best practices. It also shares information related to advocate behaviors and associated business impacts. The role partners with operational leaders to ensure advocates are assigned to appropriate skill groups to maintain critical call performance metrics and align with agreed-upon workforce strategies using Verint Workforce Optimization.

Work Schedule: Monday–Friday, 12:30 PM–9:00 PM Eastern Time, with flexibility to work 2:30 PM–11:00 PM Eastern Time based on business needs.

Key Responsibilities

Provide oversight of multiple leadership communication channels and supervisor team chats

Enter and manage requests from leaders in Verint Workforce Optimization, including:

• Approving or declining paid time off requests based on staffing capacity
• Processing same-day schedule change requests
• Entering overtime segments
• Processing time off without pay requests

Process requests submitted through the centralized email inbox, including:

• Flexible schedule requests
• Vacation buy-down paid time off requests
• Natural disaster requests
• Urgent governance requests
• Future coaching requests
• Overtime cancellations
• Voluntary time off requests

Monitor, review, and enter scheduling exceptions documented in SharePoint

Assist with global and individual system issues, troubleshooting directly with the production and capacity support team

Coordinate and support learning management system training activities

Monitor real-time schedule adherence using Verint Quick View

Monitor staffing levels using workforce planning tools and report concerns as needed

Conduct biweekly meetings with supervisors to discuss reminders, trends, and employee recognition

Participate in supervisor team meetings to communicate reminders, provide process updates, and answer questions related to workforce and capacity planning

Schedule Requirements

Primary Shift: Monday–Friday, 12:30 PM–9:00 PM Eastern Time (Flexibility to work 2:30 PM–11:00 PM Eastern Time based on business need)

Additional Coverage Requirements: Candidates must be willing to support coverage for colleagues who are out of the office, including:

• Required Saturday Rotation: Saturday, 8:00 AM–8:00 PM Eastern Time
• Holiday rotation
• Overtime as required
• Schedule flexibility based on business needs

Qualifications & Requirements

High School Diploma or equivalent required; Bachelor's degree preferred

Minimum of one year of experience in a workforce or performance coordination advisor role

Must be a current participant in the Emerging Centralized Business Coordination program

Strong business acumen with the ability to multitask in a fast-paced environment

Strong proficiency in Microsoft Office products, including Microsoft Excel, with the ability to create and generate spreadsheets

Strong analytical skills with the ability to analyze data, identify potential problems or opportunities, and recommend and implement solutions

Excellent verbal and written communication skills, including the ability to explain complex or technical topics clearly, communicate effectively with individuals and groups, and actively listen

Demonstrated ability to act with speed and purpose

Detail-oriented with strong organizational and relationship-building skills

Experience coaching peers preferred

Demonstrated ability to positively embrace and adapt to change

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.

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.

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.