CSC Team Lead
Express Scripts - Indianapolis, IN

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Advance your career with the company that makes it easier for people to choose better health.

Express Scripts is a leading healthcare company serving tens of millions of consumers. We are looking for individuals who are passionate, creative and committed to creating systems and service solutions that promote better health outcomes. Join the company that Fortune magazine ranked as one of the "Most Admired Companies" in the pharmacy category. Then, use your intelligence, creativity, integrity and hard work to help us enhance our products and services. We offer a highly competitive base salary and a comprehensive benefits program, including medical, prescription drug, dental, vision, 401(k) with company match, life insurance, paid time off, tuition assistance and an employee stock purchase plan.


mission of Client Services is to meet market needs for speed, flexibility and reliability, while driving and influencing best operational practices to make Express Scripts the most competitive and effective PBM.

Client Services includes Client and Benefit Administration, Manual Claims Processing, Eligibility, Quality Control, Implementation and the Client Service Center. These centralized functions support the client lifecycle throughout the enterprise to help Express Scripts “get it right the first time” to increase client satisfaction and reduce waste and the cost of rework.


The CSC Team Lead is primarily responsible for monitoring production presented to the Client Service Center (CSC) via the designated phone numbers and email addresses. Properly align staffing and distribute work based on incoming volume and workforce on a daily basis. Educate, support and train team on changes in processes and client specific nuances to achieve resolution of inquiries from the client and internal partners. Complete and monitor team stats on behalf of the supervisors for improvement needs and progress of the CSC team members. Support CSC team goals of delivering high quality service, which contributes to client satisfaction by tracking and trending high touch clients on a weekly basis. Escalate issues as necessary.

Formal Education and/or Training:
BA/BS or 6 – 8 years of relevant working experience


Years of Experience:
0-2 years of experience with degree




Computer or Other Skills:
General PC knowledge including Microsoft Office, Internet, and email; Technical expertise of ESI’s call center systems preferred


Knowledge and Abilities:
Demonstrated leadership skills including ability to effectively develop and assist team members; Patience to explain details and processes repeatedly; Excellent phone, oral and written communication skills; Demonstrated ability to handle challenging customers in a professional manner; Ability to adapt in a dynamic work environment and make independent decisions; Advanced problem solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solution; Willingness to work a flexible schedule for peak call times; Knowledge of ESI products/services; Knowledge of PBM industry

Express Scripts is an Equal Employment Opportunity employer and does not discriminate in employment opportunities or practices on the basis of race, creed, color, religion, sex, national origin, nationality, ancestry, age, disability or status as a disabled veteran or veteran of the Vietnam era, pregnancy, affectional or sexual orientation, gender identity or expression, marital status, status with regard to public assistance, veteran status, citizenship or membership in any other legally protected class.

None of the questions in this application are intended to elicit information regarding any protected characteristics, nor imply any limitation, illegal preferences or discrimination based upon non-job-related information or protected characteristics.

Applicants must be able to pass a drug test and background investigation and, depending on position requirements, a Department of Defense background investigation. AA/EOE.

Job Category


Primary Location

United States-Florida-Orlando

Other Locations

United States-Indiana-Indianapolis, United States-Florida-Tampa, United States-Tennessee-Memphis

Work Locations

Orlando, FL - 6272 Lee Vista Boulevard

6272 Lee Vista Blvd






1st Shift

Employee Status



Yes, 10 % of the Time

Work From Home?


About this company
1,194 reviews
Express Scripts is a Fortune 25 company and is the largest pharmacy benefit manager in the U.S.