Customer Service Senior Representative - Central Nursing Team

Join Evernorth Health Services, a division of The Cigna Group, and contribute to a mission-driven organization that innovates to make healthcare more accessible. In this dynamic role, you will be the first line of contact for our Central Nursing Team, providing critical support and resolving non-clinical issues for internal and external clients.

About the Role

As a Customer Service Senior Representative, you will work within the fast-paced environment of the Central Nursing Team. This role requires you to independently assist clients by clarifying and researching desired information and resolving non-clinical problems.

Schedule

Monday-Friday 8 am-5 pm EST

What You'll Do

• Work with Nurse Managers/Supervisors, field staff, and patients to schedule visits for home infusion within a region of branches.
• Complete all nurse assignments for patients, reschedule visits based on patient availability, staff new patients with appropriate nurses, and proactively monitor all patient appointments to confirm accuracy.
• Coordinate with pharmacy, reimbursement, and nursing departments for nursing referrals while providing excellent customer service.
• Communicate with various staff, departments, and prescribers via fax, email, IM, and phone. Monitor personal and nursing mailboxes for follow-up needs, prioritizing by urgency.
• Manipulate multiple Excel documents to determine completion needs and urgency.
• Respond promptly to inquiries from patients, field staff, and other departments regarding nursing and patient referrals and schedules.
• Investigate and research issues to provide timely resolutions.
• Take initiative for problem-solving, demonstrating the ability to multitask effectively and use critical thinking.
• Ensure correct and timely data entry in appropriate systems.

What You Need to Succeed

• High School education or GED required.
• 5+ years of relevant Customer Service experience.
• High proficiency and regular use of Excel and Outlook required.
• A proactive work ethic with the ability to be managed and trained virtually.
• Detail-oriented approach to tasks.
• Excellent written and oral professional communication skills.
• Ability to adapt to a dynamic work environment, learn quickly, solve problems, and make independent decisions.

Work Environment Requirements

If working from home occasionally or permanently, a reliable cable broadband or fiber optic internet connection with speeds of at least 10Mbps download/5Mbps upload is required.

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.

Equal Opportunity Employer

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.

Reasonable Accommodation

If you need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

Tobacco-Free Policy

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.

Criminal History

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