The Pharmacy Technician in the Stars Pharmacy Call Center will work within the Part D Medication Adherence area of the Cigna Medicare Stars department. The Star rating system was developed by the Centers for Medicare & Medicaid Services (CMS) to measure the quality of care delivered by a health plan. This call center role performs telephonic outreach to Cigna Medicare customers, pharmacies, and providers for the purpose of addressing prescription medication adherence. You will be responsible for assisting customers to obtain prescribed medications, determine barriers to medication adherence and working to overcome those barriers by working with the clinical pharmacy team, physicians, and resources within the Medicare Health Plan.
Primary Responsibilities include but are not limited to:
- Telephonic outreach to members, pharmacies, and providers.
- Will work in a call queue where productivity and quality are monitored.
- Meet service level goals (call quality, daily/weekly call performance expectations).
- Maintain member privacy by strictly adhering to HIPAA regulations.
- Answer complex telephonic questions from customers while ensuring a high level of customer service and maximizing productivity with minimum downtime.
- Handles customer correspondence, complaints, and inquiries.
- Will keep track of issues and timelines, research and resolve complex issues, and compile required documentation for daily activities.
- Must maintain a professional, customer-centric demeanor at all times.
What’s in it for me?
- An ability to make a positive impact in the lives of our customers.
- Great team environment. We have fun and get our work done too!
- Professional and personal development opportunities.
- A working environment that embraces diversity.
What do I need for this position?
- Pharmacy Technician license, current.
- Minimum of one year of experience in a retail pharmacy, Pharmacy Benefit Management (PBM) or Health Plan setting required.
- Experience in and a passion for delivering excellent customer service.
- Strong computer skills (will be simultaneously talking on the phone, toggling between multiple open Internet windows, software programs, Word, and Excel).
- Self-motivator with strong organizational skills, attention to detail, and exceptional time management skills.
- Superb active listening skills, able to work in a dynamic, fast-paced team environment.
- Effective written and oral communication skills.
What would be nice to have?
- Experience working in a call center.
- 2+ years of experience in a retail pharmacy, Pharmacy Benefit Management (PBM) or Health Plan setting
- Certified Pharmacy Technician (CPhT), national certification from PTCB or NHA.
Work Schedule:
8:00am – 5:00pm CST Monday thru Friday. No weekends, holidays.
Central Time Zone Remote location preferred
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 Cigna Healthcare
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. 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.
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.
