- 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.
- 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.
- Responsible for monitoring against standards and performance guarantees.
- High School Diploma or GED required.
- Bachelor's degree preferred in business administration, communication, marketing, or other appropriate professional degree highly preferred.
- 3+ plus years work experience in client-centric account management/account services/sales, or other areas requiring significant customer interaction and ability to effectively problem-solve issues to resolution highly preferred.
- Ability to establish matrix partner relationships and follow through on expectations required.
- Medical Proclaim or Medical Facets knowledge highly preferred.
- Medical knowledge 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.
- Strong analytical skills, with ability to design, track, and work toward specific measurable performance targets for self and team.
- Work independently and pro-actively to manage multiple and divergent priorities and deadlines required.
- Ability to negotiate and manage expectations for mutually acceptable solutions and creatively problem-solve effective customer solutions required.
- 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 matrix partners highly preferred.
- Demonstrated leadership and motivational skills and interpersonal skills in fast-paced environment highly preferred.
- Travel up to approximately 25%, as needed.
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Client Account Support Partner - Remote, United States - The Cigna Group
Description
The job profile for this position is Client Account Support Senior Analyst, which is a Band 3 Senior Contributor Career Track Role.Excited to grow your career?
We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply
Our people make all the difference in our success.
**Remote - Supporting East, Southeast and Central area clients
Ready to improve the health and vitality of those we serve? The Cigna Group is hiring several Client Account Support Partners with medical knowledge for the East, Southwest and Central Markets. For this role, you'll provide concierge, client-centered management of the end-to-end service delivery and service recovery for clients and brokers in the Select Segment line of business.
Responsibilities:
Client Relationships / Service
Internal Liaison
Qualifications:
This role is also anticipated to be eligible to participate in an annual bonus plan.
We want you to be healthy, balanced, and feel secure. That's why you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna.
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.Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.
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