Job Description

Work Schedule: hours 11a-8p EST/10a-7p CST

Are you ready to step into a position where your unrelenting drive to help others can be combined with your communication expertise, attention to detail, ability to multitask, and technical savviness?? We are looking for a Provider Relations Analyst to join us in the Rare Disease TRC on a newly created team focused on ensuring prescribers have the most stellar Accredo experience possible! As a PRA, you will be responsible for facilitating incoming prescriber requests, conducting the necessary research and/or liaising with your operational partners in order to research, and resolving the requests in a timely manner and to the prescriber\xe2\x80\x99s ultimate satisfaction.

What You\xe2\x80\x99ll Do:

• Serve as a key liaison between Accredo and prescribers, through development of strong, positive working relationships, both internally and externally.
• Create a positive and supportive environment for incoming phone calls (that you\xe2\x80\x99ll help manage via a phone queue) and IM chats from prescribers, no matter if they have a general question or are highly frustrated with some aspect of their Accredo experience.
• Use your working knowledge & access to resources in order to independently problem-solve a wide variety of support inquiries, but most often related to Rx receipt, drug coverage/pricing, PA\xe2\x80\x99s/overrides, billing/copay, order/shipment inquiries, missed commitments and general escalations).
• Be hyper focused on understanding and communicating the details presented in the inquiries and investigations, in order to drive towards an immediate and successful resolution.
• Use your communication expertise in order to deliver, both internally and externally, different messages to different personalities across different communication channels, in a timely manner.
• Aim for first call/chat resolution, but provide follow-up through outbound contact when necessary.
• Use Accredo tools and other appropriate technology to conduct research, document inquiries and outcomes, support communications (via phone, chat, and email), create / manage / analyze reports and documentation.
• Provide exceptional customer service to prescribers through education and training on Accredo tools and resources (such as My Accredo Patients portal) available to assist with successfully navigating the journey of their patient referrals.
• Multitask your way through all of the above across a high volume of prescribers, all with their own unique set of support needs.
• Work closely with Accredo\xe2\x80\x99s Physician Engagement Team to drive forward the goal of ensuring a positive Accredo experience by the prescribers.
• As your own skills and experiences develop, you may be called on to provide guidance, coaching, and direction to more junior/newer members of the team.
• Support and maybe even lead, special projects, often aimed at process and procedural improvements, as assigned.

What You\xe2\x80\x99ll Need:

• High School/GED or equivalent work experience.
• 3 to 5 years of similar work experience preferred; especially in health care with knowledge of medical insurance and its terminology.
• Working knowledge of Microsoft Office and strong PC skills (especially in Excel, Outlook, and Accredo specific tools like RxHome).
• Customer Service experience. Demonstrated ability to handle challenging customers in a professional manner. Ability to maintain a professional and positive image to external customers. Excellent verbal and written communication and presentation required.
• Ability to adapt in a dynamic work environment and make decisions with minimal supervision.
• Advance problem solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions. Candidate must possess superb interpersonal communication skills.
• Effective listening and organizational skills, with the ability to manage multiple tasks.
• Ability to adapt well to change and stay up-to-date with frequent workflow changes.
• Extensive knowledge of ESI/Accredo products and services a must.
• Experience training and coaching less experienced staff is helpful\xe2\x80\x93 patience to explain details and processes repeatedly.
• Desire and ability to be a founding member of the team; you will participate in the development, launch, and continuous improvement of many of the processes, procedures, and associated documentation necessary to ensure success of the whole team!

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 22 - 34 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.

We want you to be healthy, balanced, and feel secure. That\xe2\x80\x99s why you\xe2\x80\x99ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you\xe2\x80\x99ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, 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, visit .

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 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.

The Cigna Group