Customer Service Representative - Accredo - Remote

Make a meaningful difference supporting patients with rare and complex conditions. In this role, you will be part of the Accredo Rare Disease team, helping ensure patients receive the medications they need on time while delivering a high level of care, accuracy, and professionalism. Position Overview As a Customer Service Representative, you will serve as a primary point of contact for patients and members, handling a high volume of inbound calls. This role requires strong communication skills, attention to detail, and the ability to navigate sensitive conversations with empathy. You will play a key role in coordinating medication deliveries and providing timely, accurate information to support patient needs. This is a fully remote position. Candidates must have reliable internet, a distraction-free workspace, and the ability to work independently without dependent care responsibilities during scheduled work hours. Training and Schedule Expectations Start date is July 27 Required 12-week training period with no absences Training schedule: Monday through Friday, 8:00 AM to 5:00 PM CST After training: Monday through Friday, 10:00 AM to 7:00 PM CST Location Requirement Candidates must reside within 50 miles of one of the following locations: Memphis, TN; Tempe, AZ; Warrendale, PA; or Whitestown, IN. Responsibilities Manage approximately 75–100 inbound calls per day, assisting patients and members with professionalism and care Coordinate and schedule medication shipments to ensure timely delivery Provide updates on order status and answer questions clearly and accurately Support payment collection or co-pay assistance when applicable Transfer calls to appropriate departments when specialized support is needed Use sound judgment to resolve customer concerns and de-escalate challenging situations Maintain accuracy and efficiency while meeting performance and quality expectations Adapt to changing processes, systems, and patient needs in a fast-paced environment Qualifications Required At least 6 months of customer service experience High school diploma or equivalency Strong verbal communication skills and ability to explain information clearly Demonstrated ability to work in a fast-paced, high-volume call environment Reliable internet access and a distraction-free home workspace Ability to attend and complete full training without absences Preferred Experience in a remote call center environment Experience in healthcare, pharmacy, or benefits-related roles Core Competencies Action oriented with a strong sense of accountability Effective de-escalation skills and ability to handle sensitive conversations Strong decision-making and problem-solving skills Situational adaptability in a dynamic environment Resilience and ability to manage high call volumes Clear, professional communication style Benefits and Growth Opportunities We are committed to supporting your well-being and professional growth. Employees have access to a comprehensive benefits package designed to support health, financial security, and work-life balance. In addition, this role offers opportunities to grow your career within the company, including advancement into specialized roles, leadership positions, and other areas across the organization. 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 [email protected] 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.