Customer Service Representative - Lake Mary, FL at Cigna in lake mary, Florida

Job Description:

A Customer Service Representative is responsible for performing a variety of customer service functions; customer contact for resolution pricing issues, order placement,standing orders, RGA's, contract information, as well as, understand the specific Department metrics (such as Call Abandonment, Call Quality, and Attendance), and demonstrating an ability to achieve performance for the specified skills listed above. This individual proactively recognizes cause and effect trends, identifies and clarifies customer needs, and works toward solutions.

The position requires the ability to maintain effective relationships with client base to ensure the effective delivery of superior customer service. This individual needs the ability to resolve customer issues through process expertise without having to escalate to higher levels of Management but also understands when higher level of authorization is required. Responsible for compiling and maintaining KPI reports for internal and external clients. This individual needs a friendly, confident disposition, a passion for talking on the phone, inquisitive and helpful nature, and a natural sense of curiosity.

The customer support team is responsible for handling the majority of the inbound calls from customers to enter orders, confirm eligibility, research standing orders, verify contract administration, credit requests and returns, resolve customer issues, and answer questions relating to the delivery of the orders.

Here's a little more on how you'll make a difference:

• Ensure process efficiency - Work with both patients and physicians to coordinate fertility plans and medications. Own the patient experience through resolving customer issues and ensuring 100% follow-up to customers.


• Pay attention to detail - Accurately obtain and enter patient information, including shipping, insurance and payment information.


• Be a team player - Escalate complex claims to the Sr. Billing & Reimbursement Specialists for appropriate action.

Why join us?

• Health coverage effective day 1 (including medical, dental, vision)


• Holiday, PTO and OT pay


• 401K with company match


• Tuition reimbursement


• Fun, friendly and unique culture - bring your whole self to work every day!

What you need to do the job:

• High School Diploma or GED required


• Excellent phone skills required


• An empathetic and fun-loving personality with a few good jokes on the ready


• Excellent customer service, organization and time management skills


• PC skills including knowledge of Microsoft Office Suite and Internet

For positions that are hybrid:

This role is hybrid which allows most work to be performed at home or on occasion at a Cigna office location.

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.

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

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.