Customer Service Representative - Accredo

Job Description

Remote Opportunity - Must live in Arizona, Indiana, Georgia, Pennsylvania, Texas, Virginia, or Oregon.

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 9-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.

Join Our Team: Start a meaningful career with Accredo Specialty Pharmacy, part of Evernorth Health Services, where you’ll have the opportunity to impact lives every day. We offer robust training, ongoing development, and a supportive virtual team environment where excellence is the standard. If you're ready to bring your skills and dedication to a mission-driven role, apply today.

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 17.75 - 19 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.

At The Cigna Group, 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), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.

About Evernorth Health Services

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 need a reasonable accommodation to complete the online application process, please email [email protected] for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

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.

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