Are you ready to step into a position that combines your communication skills, attention to detail,  and unrelenting drive to help our patients? We are looking for an Operations Sr Analyst--Health Care Provider (HCP) Account Liaison to join our team. This person will be a client facing point of contact for assigned hospitals, clinics, and other sites of care that need assistance in navigating the Specialty Pharmacy process for the assigned therapy.

You will work with prescribing professionals to support the referral process thanks to an in-depth understanding of our end-to-end processes including prior authorizations, prescription fulfillment, and patient/provider coordination of shipments.

Here’s how you’ll make an impact: 

• Serve as a key liaison between Accredo and prescribers, through development of strong, positive working relationships, both internally and externally.
• Create a positive and supportive environment for incoming phone calls (that you’ll help manage via a phone queue) and emails from providers for all needs
• Use your working knowledge & access to resources in order to independently problem-solve a wide variety of support inquiries, but most often related to Rx receipt, drug coverage/pricing, PA’s/overrides, billing/copay, order/shipment inquiries, missed commitments and general escalations).
• Be hyper focused on understanding and communicating the details presented in the inquiries and investigations, in order to drive towards an immediate and successful resolution.
• Aim for first call/chat resolution, but provide follow-up through outbound contact when necessary.
• Partner closely with the Program Management team to support overall Conversation rates and TAT of the assigned product
• Identify trends in HCP challenges and report on Pharma Client calls. Drive internal process improvement and partner internally to overcome obstacles

What you need to do the job:

• High School Diploma or GED required. Bachelor’s degree a plus.
• 2+ yrs (Accredo) specialty pharmacy related experience required.
• 2+ yrs client management or program support, and collaboration with matrix partners.
• 1+ years of managing escalated issues and handling difficult conversations in a clear and professional manner.
• Exceptional communication skills (both written and verbal)
• High attention to detail, impeccable organization, time management, advanced critical thinking and problem solving skills.
• Proven ability to multi-task, prioritize, and support multiple projects while meeting deliverables.
• Proficient computer skills including all Microsoft office applications required. RxHome and CSP familiarity preferred.
• Professional presence while meeting virtually, both on and off camera
• Travel may be required; less than 20%.

We expect the shift for this role will be Monday-Friday 8:00AM – 5:00PM EST, with some flexibility.

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 annual salary of 54,100 - 90,100 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

At The Cigna Group, 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), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.

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.