Cigna Pharmacy Technician Lead Representative (Customer Service Analyst) - 2nd Shift in Sioux Falls, South Dakota

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Role Summary: This role will be a key member of the Cigna Specialty Pharmacy Home Delivery Team. This individual will lead one or more teams that focus on holistic condition specific customer care.

MAJOR RESPONSIBILITIES:

  • Works with Supervisors to provide leadership and direction to disease state teams.

  • Develops and provides analytics for team goals based on turn-around time, net promoter score, quality, productivity, phone metrics, ease of use, market penetration, and customer retention when admissible.

  • Provides individual coaching to condition team members.

  • Develops processes to achieve high quality results for all aspects of customer care.

  • Provides quarterly team updates. - Processes orders for customers.

  • Provides education to the team about condition and medications.

  • Assists Cigna Specialty Pharmacy leadership on completion of other projects and duties as requested

QUALIFICATIONS:

  • Certified Pharmacy Technician (CPhT) required - 1 year or more work experience in a coaching/training capacity preferred. Ability to effectively coach and train.

  • Cigna Home Delivery Specialty Pharmacy experience preferred - Knowledge of the Argus, MailRx, Imaging, Benefit Access and OneView applications

  • Demonstrated knowledge and understanding of call types associated with Cigna Pharmacy Management, mail order benefits, workflows, and the overall call and queue environment

  • Ability to deliver substantial levels of high quality work

  • Strong analytical, technical and problem-solving skills

  • Strong communication skills to speak to results, provide feedback and training as needed, and create a positive atmosphere for customers and team members.

  • Ability to act as a technical resource within the condition team to provide employees with support necessary to meet all quality and performance metrics

  • Demonstrated ability to support business goals

  • Proficiency in building relationships in a team-based/matrix environment

  • Ability to manage multiple tasks simultaneously with limited supervision

  • Demonstrated ability to successfully handle complex situations and/or escalated issues

  • Proven ability to serve as a professional role model and to support corporate initiatives

Work Schedule:

2nd Shift - Monday thru Friday: 12:30pm - 9pm CST

Qualified applicants will be considered for employment without regard to age, race, color, religion, national origin, sex, sexual orientation, gender identity, disability, veteran status.

If you require an accommodation based on your physical or mental disability please email: SeeYourself@cigna.com. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

We’re a global health service company dedicated to helping people improve their health, well-being and sense of security. We offer an integrated suite of health services, such as medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products that serve over 95 million customers around the world. When you work with us, you’ll enjoy a different kind of career - you’ll make a difference, learn a ton, and change the way people think about health insurance. To see our culture in action, search #TeamCigna on Twitter or Instagram.