What are the responsibilities and job description for the Clinical Programs Patient Advisor position at Cigna?
Provide operational support for multiple programs within the Express Scripts clinical product portfolio, including but not limited to ScreenRx, Advanced Opioid Management, and several other programs that engage patients, providers, caregivers and clients to promote better health outcomes. In doing so, the Patient Advisor will need to be fluent about the intricacies of each program and be able to document activity in company databases.
This role is WAH/Flex, which allows most work to be performed at home. WAH/Flex employees must be fully vaccinated against COVID-19 if they choose to come onsite or if required to periodically come on site
ESSENTIAL FUNCTIONS:
Responsible for validating potential clinical and/or financial opportunities using scripted questions. Forward all potential clinical opportunities to a pharmacist to address.
Engage members to educate them about more effective ways to manage cost and to take better advantage of their prescription benefit.
Handle refill requests, launch faxes, and may also leverage digital platforms (emails, texting) to communicate with patients as appropriate.
Using pharmacy and benefit plan knowledge, will be responsible for managing a broad spectrum of member inquiries related to plan design, order status, specific account information, and other matters in accordance with company standard operating procedures, work instructions, and other established guidelines.
Enters complete and accurate records into the appropriate systems for all contacts.
Work collaboratively with other Clinical Programs employees to ensure that best practices are shared.
Participate on special projects or other duties as assigned.
SCOPE OF JOB:
Have the ability to speak with members regarding clinical or financial alerts while maintaining productivity standards and quality metrics. Work independently to resolve any patient inquiries in a timely and efficient manner. Have the ability to identify opportunities for pharmacist counseling and triage as appropriate. Demonstrate ability to manage difficult situations and escalate when necessary. Have the ability to adapt to change and meet the changing demands of a dynamic work environment.
MINIMUM QUALIFICATIONS TO ENTER THE JOB:
High School diploma or equivalent
2-3 years in a clinical setting, call center, or customer service required. Previous pharmacy experience preferred
PTCB certification preferred but not required
General knowledge of Microsoft Outlook and Internet with the ability to navigate through multiple computer systems simultaneously
Good verbal and written communication skills
Basic math skills
Strong attention to detail; Good organizational ability
Ability to work in fast-paced, production environment
Willingness to work a flexible schedule based on business needs
Ability to learn about pharmacy-related fundamentals, including the correct pronunciation of drug names and general conditions for use
Ability to engage and influence members toward developing behaviors that promote better health outcomes
Demonstrate dependability, self-motivation and goal-orientation
Ability to positively represent ESI’s vision and values when interacting with customers and members
Must be a current contractor with Cigna, Express Scripts, or Evernorth. Evernorth is a new business within the Cigna Corporation.
For this position, we anticipate offering an hourly rate of $16 - $22, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus plan.
Helping our customers achieve healthier, more secure lives is at the heart of what we do. While you take care of our customers, we’ll take care of you through a comprehensive benefits program that helps you be at your best. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and best in class 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 dozens of corporate discounts on essentials you use every day. For more details on our employee benefits programs, please visit the “Life at Cigna” tab on our careersite: www.cigna.com/careers
About Cigna
Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you’ll enjoy meaningful career experiences that enrich people’s lives. What difference will you make?
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.
This role is WAH/Flex, which allows most work to be performed at home. WAH/Flex employees must be fully vaccinated against COVID-19 if they choose to come onsite or if required to periodically come on site
ESSENTIAL FUNCTIONS:
Responsible for validating potential clinical and/or financial opportunities using scripted questions. Forward all potential clinical opportunities to a pharmacist to address.
Engage members to educate them about more effective ways to manage cost and to take better advantage of their prescription benefit.
Handle refill requests, launch faxes, and may also leverage digital platforms (emails, texting) to communicate with patients as appropriate.
Using pharmacy and benefit plan knowledge, will be responsible for managing a broad spectrum of member inquiries related to plan design, order status, specific account information, and other matters in accordance with company standard operating procedures, work instructions, and other established guidelines.
Enters complete and accurate records into the appropriate systems for all contacts.
Work collaboratively with other Clinical Programs employees to ensure that best practices are shared.
Participate on special projects or other duties as assigned.
SCOPE OF JOB:
Have the ability to speak with members regarding clinical or financial alerts while maintaining productivity standards and quality metrics. Work independently to resolve any patient inquiries in a timely and efficient manner. Have the ability to identify opportunities for pharmacist counseling and triage as appropriate. Demonstrate ability to manage difficult situations and escalate when necessary. Have the ability to adapt to change and meet the changing demands of a dynamic work environment.
MINIMUM QUALIFICATIONS TO ENTER THE JOB:
High School diploma or equivalent
2-3 years in a clinical setting, call center, or customer service required. Previous pharmacy experience preferred
PTCB certification preferred but not required
General knowledge of Microsoft Outlook and Internet with the ability to navigate through multiple computer systems simultaneously
Good verbal and written communication skills
Basic math skills
Strong attention to detail; Good organizational ability
Ability to work in fast-paced, production environment
Willingness to work a flexible schedule based on business needs
Ability to learn about pharmacy-related fundamentals, including the correct pronunciation of drug names and general conditions for use
Ability to engage and influence members toward developing behaviors that promote better health outcomes
Demonstrate dependability, self-motivation and goal-orientation
Ability to positively represent ESI’s vision and values when interacting with customers and members
Must be a current contractor with Cigna, Express Scripts, or Evernorth. Evernorth is a new business within the Cigna Corporation.
For this position, we anticipate offering an hourly rate of $16 - $22, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus plan.
Helping our customers achieve healthier, more secure lives is at the heart of what we do. While you take care of our customers, we’ll take care of you through a comprehensive benefits program that helps you be at your best. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and best in class 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 dozens of corporate discounts on essentials you use every day. For more details on our employee benefits programs, please visit the “Life at Cigna” tab on our careersite: www.cigna.com/careers
About Cigna
Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you’ll enjoy meaningful career experiences that enrich people’s lives. What difference will you make?
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.
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