Customer Service Associate Representative, Returns Room – Express Scripts- Whitestown, IN

POSITION SUMMARY

Position is site-dependent at the Whitestown Pharmacy
Anticipated Schedule: Monday-Friday, 8:00 AM - 4:30 PM CT

The Customer Service Associate Representative is responsible for providing exceptional service and support related to medication returns, patient inquiries, and returns processing activities. This role conducts detailed research, resolves return-related issues, and communicates directly with patients to ensure timely and accurate resolutions.

The position plays a key role in supporting daily Returns Room operations, including prescription return processing, outbound patient outreach, documentation, inventory handling, and administrative support functions. Team members are expected to develop proficiency across all major Returns Room processes and contribute to a collaborative, patient-focused work environment.

Additionally, this role participates in the rotation and maintenance of Clerk Room responsibilities, including but not limited to Resends, Pharmalink support, and Hazmat processing, while adhering to all company policies, regulatory requirements, and patient confidentiality standards.

ESSENTIAL FUNCTIONS

- Provide professional outbound communication to patients while maintaining department quality and compliance standards.
- Research, evaluate, and process returned medications and prescription packages to determine appropriate resolution pathways.
- Accurately document patient interactions, return details, and resolution activities within designated systems.
- Maintain and support daily Clerk Room operations, including Resends, Pharmalink activities, and Hazmat workflows.
- Process credits and return-related transactions within established authorization guidelines.
- Process incoming mail and returned prescription shipments.
- Utilize multiple systems and resources to investigate and resolve patient and operational issues efficiently.
- Protect patient privacy and confidential health information in accordance with HIPAA and company policies.
- Adapt to changing business needs and support multiple Returns Room functions as required.
- Demonstrate a commitment to continuous learning by developing proficiency across all major Returns Room responsibilities.
- Support team objectives and participate in other departmental assignments as needed.

QUALIFICATIONS

Preferred:

- Pharmacy Technician License (not required)
- Previous customer service, healthcare, pharmacy, operations, or administrative experience
- Knowledge of Microsoft Office applications and data entry processes

Required Skills & Competencies:

- Strong attention to detail and analytical problem-solving abilities
- Excellent verbal and written communication skills
- Ability to interact professionally with patients and colleagues at all levels
- Strong organizational and time-management skills
- Ability to prioritize multiple tasks in a fast-paced environment
- Ability to work independently while contributing to team goals

PHYSICAL REQUIREMENTS

- Ability to lift and move items weighing up to 25 pounds.
- Frequent mobility throughout the work area.
- Ability to stoop, kneel, crouch, bend, and twist during the performance of daily job duties.
- Ability to perform computer-based work and data entry for extended periods.

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.

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.