Job Description

Customer Service Call Center Representative

Are you passionate about helping others and ready to thrive in a fast-paced, structured virtual environment? Join our team in the Accredo PACE Department, where we support patients with complex and critical health conditions. As a Customer Service Call Center Representative, you'll play a vital role in assisting patients with their specialty pharmacy needs — ensuring access to life-impacting therapies while providing support with professionalism and empathy. This is not a typical customer service role — our work directly impacts patients' health and quality of life. We are seeking individuals who are compassionate, detail-oriented, and committed to making a difference.

Location: Remote Opportunity: GA, TX, AZ, PA, IN, NC, SC

Key Responsibilities

• Answer outbound and inbound calls in a high-volume call center with professionalism, accuracy, and empathy.
• Follow structured workflows and adhere to scheduled call-taking expectations throughout your shift.
• De-escalate patient concerns by providing empathetic solutions within established procedures.
• Accurately document all interactions in real time while maintaining patient confidentiality and HIPAA compliance.
• Attend and actively participate in a paid virtual training program.
• Meet monthly performance goals and engage in continuous learning and feedback.

Role Expectations

• Remain focused and engaged while handling back-to-back calls for the duration of your shift.
• Understand the sensitive and serious nature of specialty pharmacy work — this is not a casual customer service position.
• Bring empathy, accuracy, and responsibility to every interaction.
• Maintain a distraction-free home workspace.
• Ensure wired internet connectivity by plugging an Ethernet cord directly from your modem into the company-provided computer (Wi-Fi, mobile, or hotspot connections are not acceptable).

Qualifications

• High School Diploma or equivalent required.
• No experience required, but previous experience in a healthcare customer service call center strongly preferred.
• Ability to excel in a high-volume, structured environment.
• Strong problem-solving and real-time decision-making skills.
• Excellent communication skills, both written and verbal.
• Proficiency with Microsoft Office and the ability to navigate multiple systems at once.
• Commitment to attending 100% of training and consistent attendance during the first 90 days.

What You'll Love About Working Here

• Fun, friendly, and supportive culture — bring your whole self to work every day.
• Medical, Dental & Vision benefits starting Day 1.
• 18 days of Paid Time Off plus 8 Paid Holidays.
• Employer contributions for HRA and HSA accounts.
• 401(k) with company match.
• Tuition assistance and career development opportunities.

Start a meaningful career with Accredo Specialty Pharmacy in the PACE Department, where every call makes a difference. We provide robust training, ongoing development, and a supportive virtual team environment where excellence is the standard. If you're ready to use your skills to improve patients' lives every day, we invite you to 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.

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.

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