Customer Service Representative - Express Scripts - Remote (Healthcare)

Location: Illinois Work at Home; remote customer service role serving U.S.-based operations. Training runs for 8 weeks, Monday through Friday, 9:00 AM–5:30 PM EST. After training, shifts may fall between 7:00 AM and 12:00 AM EST, seven days a week.

Salary: $17.75–$19 USD per hour, depending on experience and geographic location. Eligible for participation in an annual bonus plan.

Company

hirify.global provides health services through Cigna Healthcare and Evernorth Health Services, supporting clients, customers, and patients.

What you will do

• Answer inbound calls from members, providers, pharmacies, and physician offices about pharmacy benefits, mail-order services, Medicare, medication coverage, and costs.
• Update conversion requests, provide shipment status, and facilitate the transition of medications to home delivery.
• Contact physician offices to obtain prescriptions, record approval status, and forward prescriptions to pharmacies for fulfillment.
• Resolve issues that may delay medication shipments and escalate patient concerns appropriately.
• Document all interactions accurately in multiple systems while maintaining HIPAA compliance and regulatory requirements.
• Meet or exceed call center quality, productivity, and customer service standards while navigating multiple applications.

Requirements

• High school diploma or equivalent.
• At least 2 years of relevant experience; healthcare or call center experience is preferred.
• Strong computer skills, including Microsoft Office, organization, written and verbal communication, listening, and customer service abilities.
• Ability to remain calm with difficult callers, learn quickly, solve problems, make decisions, and collaborate cross-functionally.
• A dedicated, distraction-free workspace and cable broadband or fiber internet with at least 10 Mbps download and 5 Mbps upload are required.
• Ability to work a flexible schedule including nights, weekends, and shifts during the stated EST coverage window.

Culture & Benefits

• Work-from-home setup with virtual collaboration with coworkers and customers.
• Medical, vision, dental, well-being, and behavioral health benefits from the first day of employment.
• 401(k), company-paid life insurance, tuition reimbursement, paid holidays, and leaves of absence.
• At least 18 days of paid time off per year.