Regina Crum
Dedicated Customer Service Representative talented at processing high volumes of error-free transactions and meeting departmental goals. Offers 13 years of experience in customer service, retention and problem resolution. Smoothly manages conversational flow and diffuses difficult customer situations.
Work History
ICSA and Pharmacy (OneRX) Advocate
5 YearsI have completed dual training programs in iCSA and Pharmacy(OneRX) to enhance my skill set.
An Internet Customer Service Advocate (iCSA) is a specialized representative who assists customers with technical or web-based issues related to Cigna's online platforms. iCSA advocates are primarily engaged when customers experience difficulties with website functions such as login issues, registration, navigation, or accessing information online. They handle inquiries related to incentives, eligibility verification, and ordering ID cards for employer and individual plans, as well as provide support for various Cigna and Evernorth web portals.
iCSA advocates are not limited to website support but are trained to resolve a range of online-related concerns. Before transferring a call to an iCSA, it is important to verify whether the issue can be resolved by guiding the customer through the website. This approach helps minimize unnecessary transfers and educates customers on using online resources.
A pharmacy advocate is a customer service professional who specializes in assisting customers with pharmacy-related inquiries and issues. At Cigna, pharmacy advocates—such as those in the OneRx department—are trained to handle a variety of pharmacy questions, including:
- Pharmacy plan benefit questions (e.g., copay amounts, medication coverage, formulary questions)
- Claim inquiries (e.g., why a claim was paid, denied, or needs additional information)
- Medication price checks (cost of specific medications, strengths, and quantities)
- Pre-enrollment and plan comparison guidance
- General information about pharmacy services
- Home delivery prescription services and refills
- Retail pharmacy inquiries and refills
- Education about One Guide benefits (incentives, health coaching, etc.)
These advocates use specialized resources and tools to provide personalized support and ensure customers receive accurate information and assistance.
A pharmacy advocate is a customer service professional who specializes in assisting customers with pharmacy-related inquiries and issues. At Cigna, pharmacy advocates—such as those in the OneRx department—are trained to handle a variety of pharmacy questions, including:
- Pharmacy plan benefit questions (e.g., copay amounts, medication coverage, formulary questions)
- Claim inquiries (e.g., why a claim was paid, denied, or needs additional information)
- Medication price checks (cost of specific medications, strengths, and quantities)
- Pre-enrollment and plan comparison guidance
- General information about pharmacy services
- Home delivery prescription services and refills
- Retail pharmacy inquiries and refills
- Education about One Guide benefits (incentives, health coaching, etc.)
These advocates use specialized resources and tools to provide personalized support and ensure customers receive accurate information and assistance.
Dispatcher/Customer Service Representative
8 Years 6 Months- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
- Fielded customer complaints and queries, accelerating problem resolution.
- Informed customers on billing procedures, processed payments, and set up payment options to enhance customer satisfaction.
- Established customer accounts by gathering necessary information and verifying identities.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Trained new employees on procedures and policies to maximize team performance.
- Facilitated operational improvements and resolved issues to elevate customer service quality.