Customer Support Specialist - Kirkland, United States - The Cigna Group

Description

Customer Support Specialist

Job Summary

Delivers professional activities in the Employer Services job family with a focus on Account Installation. Administers the installation of more complex accounts, including, but not limited to: structure and billing set up, eligibility collection, data base loading, ID cards, preparation of plan materials such as administrative documents and customer education materials. Provides support to assigned accounts by responding to inquiries or resolving issues of concern. Applies standard techniques and procedures to routine instructions that require professional knowledge in specialist areas. Provides standard professional advice and creates initial reports/analyses for review. May provide guidance, coaching, and direction to more junior members of the team in Account Installation.

Job Description

Verity Solutions is an award-winning leader in software and services developed for administration of the federal 340B drug pricing program. Our mission is to simplify the complex process of maintaining 340B program compliance resulting in critical 340B cost savings for our customers. We value fresh thinking, drive, transparency, and are dedicated to providing agile and proactive solutions to those who serve the most vulnerable in our communities. At Verity Solutions, we foster a collaborative, casual, and technology driven environment and want to evolve and grow with diverse people who are inspired by progress and delighted by partnering with others.

Job Objective

Responsible for ensuring an outstanding customer experience on all product platforms, engaging with email, phone, or community portal interactions to drive proactive customer experiences.

Duties and Responsibilities:

• Lead the quarterly business review process for assigned accounts and ensure timely follow up and resolution of action items that drive program performance.

• Ensure all service cases are documented per standard operating procedures, using Salesforce case management tools.

• Serve as customers' primary point-of-contact when assigned Account Managers are unavailable.

• Follow standard operating procedures (SOP), support processes and show expedient and professional response to customer concerns, meeting or beating service level expectations.

• Oversee assigned service work to full completion as requested by customers.

• Use sound judgment to determine when to escalate issues and to whom to ensure the highest quality resolution.

• Communicate with customers in a clear and empathetic manner, ensuring user level translation of technical material specific to Verity's product offering.

• Analyze, recreate, and resolve customer-reported problems using software and hardware solutions.

• Ensure service interactions comply within defined service KPls.

• Follow all SOP workflows and communicate where appropriate process or documentation improvement areas. Own the updating of processes as directed.

• Participate as a key operations end user in V340B platform testing that supports sprint release functionality.

• Delegate support incidents/escalations to team members as appropriate.

• Interface internally with Developers, Business Partners, Project Managers, Management, testers, and others as warranted.

• Protect confidential information and follow all internal HIPAA standards.

• Support occasional after-hours/weekend support expectations.

• Support and promote the Verity values through positive interactions with both internal and external customers on a regular basis.

• Attend to other initiatives and goals towards Verity continuous growth and prosperity within the 3408 business.

Experience, Skills and Qualifications :

• BA, BS preferred or applicable experience.

• 1+ years of moderately technical customer support work.

• Superior interpersonal skills, demonstrating a passion for being helpful and empathetic while using effective troubleshooting techniques for software-oriented problems.

• Excellent written and verbal communication skills with customers and internal colleagues under stressful situations with scheduling limitations and conflicts.

• Proficient with MS Office Suite, especially Word, Excel, Outlook and other common office tools.

• Basic knowledge of remote access tools (Bomgar, PC Anywhere, VNC, and RDC) a major plus.

• An affinity to dive into details and study data to solve problems.

• Ability to analyze technical issues and troubleshoot problems with customer data, configuration and/or Verity database schema.

• Ability to occasionally address issues during off business hours.

• Self-directed and result-oriented.

• Works autonomously but also understands how to use team resources effectively.

• Supports team members to increase overall effectiveness of the team.

• Prioritize tasks and accept working in a fast-paced environment and able to work under pressure of deadlines.

• For positions that are Flex/WFH: This role is Flex/WFH which allows most work to be performed at home or on occasion at a Cigna office location. Employees must be fully vaccinated if they choose to come onsite.

• Availability to work weekends and holidays on a rotational basis.

This is a hybrid role and will require the ability to work in-person in Kirkland, WA

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 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's why you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll 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 Life at Cigna Group .

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 support. Do not 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.