Client Account Support Senior Analyst - Accredo - Work at home

The Lv. 2 Client Account Support Analyst is responsible for providing Client, Account Team, and Sales support in the areas of Accredo service, patient recovery, and escalation mitigation. Responds to inquiries, solving problems, coordinating with internal stakeholders to provide root cause analysis, and ensuring client satisfaction with products and service. Coordinates with account managers to ensure patient needs are met and potential problems are averted. Keeps account manager or external contacts informed of account status and opportunities for continuous improvement as well as representing the Client Service Team on client facing calls to explain CSC processes and performance.

Contacts involve planning and preparation of the communications that require skill, tact, persuasion and/or negotiation to accomplish the objectives of the communication. Errors are very difficult to detect and normally require significant expenditures to correct. This position is critical in creating and maintaining good working relationships with External Payor clients to allow opportunity for future growth of the organization.

Responsibilities

• Proactively monitor and identify process gaps of internal and external clients
• Collaborate with other departments to resolve operational/service-related issues and point out areas for process improvement
• Assist in implementation of new plan launches and changes to programs
• Serve as a resource for Account Management and Service Delivery to explain CSC processes
• Support Business analyst in updating accounts for accurate reporting to clients
• Prioritize workload to meet client deadlines
• Understand current processes and identify opportunities to standardize, document and define procedures
• Responds to complex service issues and inquiries, solving non-routine problems, and ensuring client satisfaction
• Recognized internally as a subject matter expert on all facets of Accredo business
• Accountable for the completion of assigned work/projects with a focus on quality and the effective use of cross-functional partnerships.
• Research patient experience through each of the Accredo systems pointing out service failures and coaching opportunities.
• Empowered to voice ideas/solutions for process improvements or enhancements to the organization. 
• Independently determines best course of action for immediate resolution of any service issues or escalation.
• Engages the necessary internal partners to deliver quality solutions for account teams and clients.
• Provide 5-Why root cause analysis on identified Accredo operational errors
• Mentor new CSC level 1 agents to help them gain the experience to transition to Level 2.
• Assist with new hire training as needed.

Qualifications

• High School Diploma or GED required. Associates Degree preferred
• 4+ years' of Accredo Specialty Pharmacy experience working with RxHome and ESD highly preferred
• Existing knowledge of the entire end to end lifecycle, from Intake to Fulfillment of an Accredo prescription highly preferred
• Prior experience with one or more of the following products and services: Co-Pay Assistance, SaveOn, Brand for Generic, and Medical Channel Management, (MCM)
• Working knowledge of TMW, Houston, and/or Opsinsight knowledge preferred
• Familiar with Microsoft Applications such as Excel and Power Point
• Excellent oral and written communication skills
• Ability to explain and answer questions clearly and concisely
• Problem Solving skills including identifying trends/root cause and mitigation
• Ability to compile and present data to both internal and external stakeholders
• Ability to adapt in a fast-paced environment and make independent decisions quickly
• Ability to quickly learn internal applications
• Strong organizational skills, detail oriented, business savvy, resourceful and risk management are essential skills.
• Strong analytical and problem solving skills highly preferred.
• Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions.
• Ability to work and build partnerships cross-functionally to proactively communicate and to resolve issues and escalations with the highest sense of urgency.

This role is Flex/WFH which allows most work to be performed at home or on occasion at a Cigna office location. Employees must be fully vaccinated if they choose to come onsite.

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 annual salary of 56,600 - 94,300 USD / yearly, 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 and paid holidays. For more details on our employee benefits programs, click here.

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 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.

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.