Client Account Support Partner - Platinum Service Lead - Southwest Market - Cigna - Remote
*Remote, supporting Southwest markets**
*Medical Proclaim or Medical Facets knowledge highly preferred
*Medical knowledge required
The Platinum Service Lead role manages the end-to-end service delivery and service recovery for clients and brokers in the Select Segment and is part of Cigna's Client Onboarding and Service team. This role will support the Southwest markets, (example, TEXAS).
Responsibilities:
Client Relationships / Service
Manages end-to-end service delivery and service recovery for clients and brokers
Conducts research to provide root cause and trending analysis, facilitating discussion with Clients, Brokers and Sales including internal matrix partners
Communicates and educates regarding issues/trends creating action plans for process improvement
Responsible for engaging internal matrix partners on escalated service issues including but not limited to billing, banking, eligibility, customer service, plan set-up, and claim payment
Internal Liaison
Engage appropriate subject matter experts as needed to manage issue through resolution
Provides routine updates to Sales account management team related to at-risk service issues
Provides guidance regarding products, policies, procedures, workflows, quality and training needs within Cigna departments and is responsible for monitoring against standards and performance guarantees
Qualifications:
High School Diploma or GED required.
Bachelor's degree preferred in business administration, business communication, marketing, or other appropriate professional degree highly preferred
3+ plus years work experience in account management/account services/sales, or other areas requiring significant customer interaction and ability to effectively problem-solve issues to resolution. Ability to establish matrix partner relationships and follow through on expectations, required
Demonstrated strength and understanding of customer expectations and "sense of urgency" resulting in the ability to influence the organization to meet and exceed customer expectations, required
Strong analytical ability, with ability to design, track, and work toward specific measurable performance targets for self and team, strongly preferred
Ability to manage multiple and divergent priorities and deadlines, work independently and pro-actively, negotiate and manage expectations for mutually acceptable solutions and creatively problem-solve effective customer solutions, required
Tech savvy, Proficiency with multiple software and system-based applications, including database and spreadsheets (Word, Excel, PowerPoint, tracking systems), required
Strong verbal/written communication and organizational skills to effectively communicate and interact with all levels and functions within the organization, required
Demonstrated success in negotiations and ability to influence internal/external constituencies, required
Demonstrated leadership and motivational skills in fast-paced environment, required
Demonstrated interpersonal skills, required
Travel is approximately 25%, required
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 The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we're dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. 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 require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.
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.
Apply Now
*Medical Proclaim or Medical Facets knowledge highly preferred
*Medical knowledge required
The Platinum Service Lead role manages the end-to-end service delivery and service recovery for clients and brokers in the Select Segment and is part of Cigna's Client Onboarding and Service team. This role will support the Southwest markets, (example, TEXAS).
Responsibilities:
Client Relationships / Service
Manages end-to-end service delivery and service recovery for clients and brokers
Conducts research to provide root cause and trending analysis, facilitating discussion with Clients, Brokers and Sales including internal matrix partners
Communicates and educates regarding issues/trends creating action plans for process improvement
Responsible for engaging internal matrix partners on escalated service issues including but not limited to billing, banking, eligibility, customer service, plan set-up, and claim payment
Internal Liaison
Engage appropriate subject matter experts as needed to manage issue through resolution
Provides routine updates to Sales account management team related to at-risk service issues
Provides guidance regarding products, policies, procedures, workflows, quality and training needs within Cigna departments and is responsible for monitoring against standards and performance guarantees
Qualifications:
High School Diploma or GED required.
Bachelor's degree preferred in business administration, business communication, marketing, or other appropriate professional degree highly preferred
3+ plus years work experience in account management/account services/sales, or other areas requiring significant customer interaction and ability to effectively problem-solve issues to resolution. Ability to establish matrix partner relationships and follow through on expectations, required
Demonstrated strength and understanding of customer expectations and "sense of urgency" resulting in the ability to influence the organization to meet and exceed customer expectations, required
Strong analytical ability, with ability to design, track, and work toward specific measurable performance targets for self and team, strongly preferred
Ability to manage multiple and divergent priorities and deadlines, work independently and pro-actively, negotiate and manage expectations for mutually acceptable solutions and creatively problem-solve effective customer solutions, required
Tech savvy, Proficiency with multiple software and system-based applications, including database and spreadsheets (Word, Excel, PowerPoint, tracking systems), required
Strong verbal/written communication and organizational skills to effectively communicate and interact with all levels and functions within the organization, required
Demonstrated success in negotiations and ability to influence internal/external constituencies, required
Demonstrated leadership and motivational skills in fast-paced environment, required
Demonstrated interpersonal skills, required
Travel is approximately 25%, required
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 The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we're dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. 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 require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.
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.
Apply Now