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.