Customer Service Associate Analyst- Accredo- Remote

The job profile for this position is Customer Service Associate Analyst, which is a Band 2 Senior Contributor Career Track Role.

Excited to grow your career?

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!

Our people make all the difference in our success.

Becoming a Customer Service Associate Analyst is a major steppingstone in your career.  Your ability to network with different departments not only increases your overall Contact Center knowledge, but also increases your knowledge of Accredo. 

As a Customer Service Associate Analyst, will be responsible for critical patient shipping issues, providing empathy, following processes & procedures within our department, and expediting urgent issue for patients

Role & Responsibilities

• Case monitoring to completion
• Case Escalation
• Following up on the individual workload and taking appropriate action when agreed targets are not met
• Work within a fast-paced environment
• Deliver upon commitments and promises to the patient
• Take initiative for problem solving with ability to multitask effectively and use critical thinking when working different task with the team
• Efficient: able to strike the right balance between quality and quantity.
• Team-player enjoys working as part of a team.
• Actively working to maintain a co-operative and friendly working environment
• Taking ownership of difficult task work.
• Multitask within each responding via the most efficient channel (e.g. phone, e-mail, letter, etc).
• Demonstrate exemplary customer service skills to connect to and assist our patients in need.
• Navigate and communicate in a matrix environment with a thorough understanding of what is needed to resolve issues.
• Effectively manages time to complete job responsibilities and tasks.
• Optimize work processes by knowing the most effective and efficient processes to accomplish tasks, with a focus on continuous improvement.

Requirements 

High school diploma or equivalent required

At least a year of PCA experience within the contact center strongly preferred.

At least 2 years of related customer service experience resolving specialty pharmacy issues and escalations

Experience with Accredo software: Rxhome, CRM, CSP highly desired

Hours: Monday-Friday 11am-7:30pm EST

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 20 - 30 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.

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.

Please note that you must meet our posting guidelines to be eligible for consideration.  Policy can be reviewed at this link.

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