Job Description

The Quality Review and Audit Lead Representative is responsible for supporting Accredo\xe2\x80\x99s organizational goals of delivering high quality service to our customers by professionally addressing their needs, delivering accurate information and ensuring compliance to standards. As a member of the Quality Department, this employee will be expected to have a customer mind-set focus, provide unbiased, factual, and timely feedback to allow for employee improvement. The analyst should be able to summarize department efficiencies and service opportunities through trend/root cause analysis that will allow leadership to drive change and positively impact the customer experience.

What you will do:

• Meets daily, weekly, and monthly audit productivity and accuracy goals
• Provides clear and actionable audit findings/feedback
• Maintains and demonstrates working knowledge of systems and processes
• Prepares and or participates in call calibration and call listening sessions
• Identifies, drives and supports service improvement initiatives
• Provides recommendations for streamlining of processes/procedures
• Supports and/or partners with leadership in delivering effective and positive coaching sessions
• Partners with operational leaders to drive change and achieve organizational objectives
• Creates and maintains standard operating procedures related to the responsibilities
• Works and delivers on assigned projects/task timely
• Self-motivated, action oriented and works independently
• Brings creative and collaborative solutions internally to the Quality Dept. and to our business partners/customers
• Additional duties as assigned by leadership

Qualifications

• High School Diploma or equivalent required. College Degree is preferred.
• National Certified Technician certification/ experience preferred
• 2+ years of Pharmacy experience required.
• Accredo Contact Center experience required.
• Prior working knowledge of Verint Call Recording platform preferred
• Experience with Legacy ESI/Accredo pharmacy systems, (ESD, RxHome and/or CRM) preferred.
• Experience in quality control/audit preferred
• Intermediate working knowledge of Microsoft Office and Outlook
• Exceptional verbal and written communication skills, with the ability to articulate with confidence at all levels within the organization is required
• Strong ability to learn quickly and thrive through change
• Strong ability to prioritize, multi task and be detail oriented

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 22 - 34 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\xe2\x80\x99s why you\xe2\x80\x99ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you\xe2\x80\x99ll 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 .

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we\xe2\x80\x99re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. 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 email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for 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.

The Cigna Group