[Hiring] Customer Service Associate Representative @The Cigna Group

Role Description

Are you passionate about assisting others and ready to thrive in a fast-paced, highly structured virtual environment? Join our team at Accredo Specialty Pharmacy, a leading specialty pharmacy serving patients with complex and critical health conditions. As a Customer Service Call Center Representative, you'll play a vital role in supporting patients, ensuring timely access to life-impacting medications while representing Accredo with professionalism and empathy.

This is not a typical customer service role — our work directly impacts patients' health and well-being. We are looking for individuals who are dedicated, detail-oriented, and committed to making a difference.

Key Responsibilities

• Answer inbound phone calls in a high-volume contact center setting with professionalism and efficiency.
• Support patients with medication orders, benefits explanations, billing inquiries, and complex issue resolution.
• Follow structured workflows and adhere to a scheduled, continuous call-taking environment until designated breaks.
• De-escalate concerns and provide empathetic solutions within standard operating procedures.
• Maintain patient confidentiality and comply with healthcare regulations.
• Meet monthly performance metrics and actively participate in ongoing training and feedback.

Role Expectations

• Attend a paid 8-week virtual training program (on camera) with required participation in live call-taking and assessments.
• Maintain reliable internet and a distraction-free home workspace.
• This is a highly structured role requiring the ability to remain focused and engaged while taking back-to-back calls for the duration of each shift.
• The position involves handling sensitive health-related issues, not casual customer service requests.
• Ideal candidates will understand the serious nature of the work and the importance of accuracy, empathy, and responsibility.
• This is a desk-based role that requires the ability to sit for extended periods and work at a computer screen throughout the entire shift.

Qualifications

• High School Diploma or equivalent required.
• No experience required, but 1+ years of healthcare customer service experience preferred.
• Ability to excel in a high-volume call center environment.
• Flexibility with a changing environment of call types, processes, and procedures.
• Strong problem-solving skills with the ability to analyze situations, identify solutions, and take appropriate action in real-time.
• Strong communication skills, both written and verbal.
• Organized with excellent time-management abilities.
• Customer-oriented with the capacity to adapt to various patient perspectives.
• Proficient in Microsoft Office Suite and navigating multiple systems simultaneously.
• Must be available to work within Contact Center hours: Monday through Friday, 8:00 am to 11:00 pm EST, and Saturday, 8:00 am - 5:00 pm EST.
• Reliable internet connectivity and a dedicated workspace free of distractions required.
• Must attend 100% of training and work your schedule the first 90 days of employment.

Benefits

• Hourly rate of 17.75 - 19 USD / hourly, depending on relevant factors, including experience and geographic location.
• Eligible to participate in an annual bonus plan.
• Comprehensive range of health-related benefits including medical, vision, dental, and well-being and behavioral health programs.
• 401(k) and company paid life insurance.
• Tuition reimbursement.
• A minimum of 18 days of paid time off per year.
• Paid holidays and leaves of absence.