Job Summary

Cigna, through its pharmacy benefits division Express Scripts, is seeking a highly motivated and experienced Customer Service Senior Representative to deliver exceptional service to members, providers, and internal partners. In this role, you will act as a subject-matter expert, handling complex inquiries related to pharmacy benefits, prescription claims, eligibility, and plan coverage. You will play a key role in ensuring customer satisfaction, first-call resolution, and compliance with healthcare regulations while supporting team performance and service excellence.

Key Responsibilities

• Serve as a senior point of contact for customer service inquiries, resolving complex or escalated issues related to pharmacy benefits and claims

• Provide accurate information regarding prescriptions, formulary coverage, prior authorizations, copayments, and benefit eligibility

• Handle inbound and/or outbound customer interactions via phone, email, or secure messaging with professionalism and empathy

• Ensure compliance with HIPAA, company policies, and regulatory requirements in all customer interactions

• Document customer interactions thoroughly and accurately in internal systems

• Assist with mentoring and supporting junior representatives, sharing best practices and knowledge

• Identify trends, issues, or process gaps and provide feedback to leadership for continuous improvement

• Meet or exceed performance metrics related to quality, productivity, and customer satisfaction

Required Skills and Qualifications

• Strong verbal and written communication skills with a customer-focused approach

• Ability to manage complex customer issues with accuracy, patience, and professionalism

• Proficiency in navigating multiple systems and applications simultaneously

• Strong problem-solving and critical-thinking skills

• High attention to detail and commitment to quality

• Ability to work independently as well as collaboratively in a team environment

• Flexibility to adapt to changing priorities and business needs

Experience

• Minimum 2–4 years of customer service experience, preferably in healthcare, insurance, or pharmacy benefits

• Prior experience handling escalated or complex customer cases is highly preferred

• Experience in a call center or high-volume customer service environment is an advantage

• Familiarity with pharmacy benefit management (PBM) or health insurance processes is a plus

Working Hours

• Full-time position, typically 40 hours per week

• Shifts may include evenings, weekends, or rotating schedules based on business needs

• Remote or hybrid work options may be available depending on location and role requirements

Knowledge, Skills, and Abilities

• Knowledge of healthcare terminology, pharmacy benefits, and insurance processes

• Ability to interpret plan documents, policies, and procedures accurately

• Strong organizational and time-management skills

• Ability to remain calm and professional in high-pressure or emotionally sensitive situations

• Commitment to continuous learning and professional development

Benefits

• Competitive salary and performance-based incentives

• Comprehensive health, dental, and vision insurance

• Prescription drug coverage through Express Scripts

• Paid time off, holidays, and wellness days

• Retirement savings plan with company match

• Employee assistance programs and wellness resources

• Career development, training, and internal advancement opportunities

Why Join Cigna (Express Scripts)?

At Cigna, we are driven by a mission to improve the health, well-being, and peace of mind of those we serve. Joining Express Scripts means becoming part of a global organization that values diversity, innovation, and collaboration. We invest in our employees growth, offer meaningful work, and provide opportunities to make a real impact in healthcare while building a rewarding and stable career.

How to Apply

Interested candidates are encouraged to apply online through the Cigna Careers Portal. Please submit your updated resume and complete the application form. Qualified candidates will be contacted for the next steps in the hiring process.