Client Account Support Analyst - Express Scripts - Remote (Finance)
POSITION SUMMARY
The Client Account Support Analyst (Client Service Support Specialist) handles escalated or complex inquiries from clients related to member specific pharmacy benefits. This position is responsible for working to research and resolve inquiries within CSC performance guidelines. The CSC educates clients on their benefit design which enables the client to better assist their members. The CSC documents inquiries and resolution in a centralized database, and helps to identify repetitive issues or questions in order to pursue process or procedural changes. The CSC may assist supervisor with work distribution and work plan development for team goals. The CSC escalates issues as necessary.
ESSENTIAL FUNCTIONS
- Day to day contact with clients for issue resolution by handling inbound client calls and written correspondence while maintaining service levels.
- Act as the first point of contact for resolution of complex issues from clients and account management
- Make independent judgments in order to respond to complex or critical customer issues.
- Work collaboratively with other departments to research and resolve issues
- Respond to clients and account managers within performance agreement guidelines.
- Maintain accurate and complete documentation of all inquiries.
- Identify, document, and report all repetitive questions and/or problems and recommend potential solutions.
- Other special projects and tasks as assigned.
- shift 11:30am to 8pm EST.
QUALIFICATIONS
- High school diploma or GED required.
- 4 plus years experience in a relevant customer/client service setting
- Experience in ESI contact center environment required.
- Knowledge of ESI products and services required.
- Excellent phone presentation skills, verbal, and strong written communication skills.
- Demonstrated ability to handle challenging customers in a professional manner.
- Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions with minimal supervision.
- General PC knowledge including Microsoft Office, Internet, and email, along with a detailed knowledge of ESI's call center systems required.
- Proficient knowledge of ESD required.
- Willingness to work a flexible schedule for peak call times.
- Ability to multi-task preferred
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.
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.
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.
