Customer Service Associate Representative - Accredo - Remote

Accredo Specialty Pharmacy, part of Evernorth Health Services, serves patients with complex and critical health conditions. The Customer Service Associate Representative supports patients in a high-volume virtual call center by handling inbound calls, assisting with medication orders and billing inquiries, resolving complex issues, maintaining confidentiality, and providing empathetic service.

Responsibilities:

• Answer inbound phone calls in a high-volume contact center setting with professionalism and efficiency
• Support patients with medication orders, benefits explanations, billing inquiries, and complex issue resolution
• Follow structured workflows and adhere to a scheduled, continuous call-taking environment until designated breaks
• De-escalate concerns and provide empathetic solutions within standard operating procedures
• Maintain patient confidentiality and comply with healthcare regulations
• Meet monthly performance metrics and actively participate in ongoing training and feedback
• Attend a paid 8-week virtual training program (on camera) with required participation in live call-taking and assessments
• Maintain reliable internet and a distraction-free home workspace
• This is a highly structured role requiring the ability to remain focused and engaged while taking back-to-back calls for the duration of each shift
• The position involves handling sensitive health-related issues, not casual customer service requests
• Ideal candidates will understand the serious nature of the work and the importance of accuracy, empathy, and responsibility
• This is a desk-based role that requires the ability to sit for extended periods and work at a computer screen throughout the entire shift

Requirements:

• High School Diploma or equivalent required
• Ability to excel in a high-volume call center environment
• Flexibility with a changing environment of call types, processes, and procedures
• Strong problem-solving skills with the ability to analyze situations, identify solutions, and take appropriate action in real-time
• Strong communication skills, both written and verbal
• Organized with excellent time-management abilities
• Customer-oriented with the capacity to adapt to various patient perspectives
• Proficient in Microsoft Office Suite and navigating multiple systems simultaneously
• 1+ years of healthcare customer service experience