Job description

POSITION SUMMARY/Job Description
The Client Service Center 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.
Shift: Monday - Friday, 11:30AM – 8:00PM Eastern

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.
Research and process adjustment requests
Other projects and tasks as assigned.

QUALIFICATIONS
High school diploma or equivalent
4 years (or more) experience in a customer service setting, preferably 2 years in an ESI contact center environment
RTL experience is a plus
Knowledge of ESI products and services very helpful
Excellent phone presentation skills, verbal, and 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
Proficient knowledge of ESD
Willingness to work a flexible schedule for peak call times
Ability to multi-task

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 22 - 33 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 .

About Cigna
Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you’ll enjoy meaningful career experiences that enrich people’s lives. What difference will you make?

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.

Cigna 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.

www.arclintfl.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, www.arclintfl.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, www.arclintfl.com is the ideal place to find your next job.