Job Description

POSITION SUMMARY

The Senior Manager will manage the day-to-day oversight and operational activities of a team of Client Service Executives, Client Service Partners, and Platinum Service Liaisons on the Client Services and Operations Team. This includes leading a team of service focused individuals who are responsible for the following:

• Ongoing client service relationship, developing case-level service strategies and owning service delivery and recovery.
• Partnering with Sales Executive to understand client intent with respect to benefit plans and administrative capabilities and conveying do-ability to client.
• Owns client experience across end-to-end service.
• Facilitate engagement between subject matter experts within Cigna to execute overall service strategy for client.
• Monitors overall health of the client (account metrics and performance guarantees) to minimize financial impacts, drive persistency, and improve client satisfaction.

This position will require the flexibility to perform onsite 2-3 days per week at a designated Cigna facility.

Primary Functions

• Manage a team of Client Service Executives/Client Service Partners/Platinum Service Liaisons utilizing tools and behaviors to monitor throughput and make daily adjustments to maximize productivity.
• Lead daily meetings with team to manage daily workload, make assignments, provide direction, conduct proactive workload balancing and remove barriers to ensure team meets deliverables and commitments.
• Partner closely with cross functional leaders and stakeholders within their market. market. This includes ensuring they are informed of escalated client issues and have the information they need in order to actively engage with the client and sales on resolution of issues. This position will escalate issues, trends, or other barriers where engagement from the Service Relationship Director and/or Director of Implementation as needed.
• This position will also partner closely with the Service Relationship Director for their market to positively influence client and customer results, ensure market level specifics are managed tightly within the team and all team members are supporting goals of the market to positively influence the client experience.
• Work with team and partner with Managers within Client Onboarding and Service teams on escalated issues and issue resolution. Utilize reporting and analysis to understand root cause to prevent repeat occurrences of issues at local and global level.
• Provide Vice President with status of team deliverables, client escalations and process opportunities.
• Responsible for building and fostering relationships with matrix partners while driving toward issue resolution.
• This position will be responsible for the ongoing development of staff including providing feedback, coaching and ongoing development. Additionally, this position is responsible for building and fostering relationships with matrix partners while driving toward issue resolution.

Key Qualifications

• Bachelor\'s degree preferred
• 8+ years\' experience in a healthcare leadership position within Client, Claim or Member Services, preferably with a focus on driving customer satisfaction and performance in a production environment required.
• 3+ years of demonstrated experience and success at account level management through the use of process improvement techniques. (i.e., Six Sigma, TQM).
• 3+ years of direct management within a customer/client service environment with strong performance and quality metrics required.
• Ability to develop a thorough understanding of all healthcare products, services and processes in a service center environment from the customer, claim, and strategic perspectives.
• Able to effectively leverage business and organizational knowledge within and across functions.
• Demonstrated proficiency to research, trouble shoot and problem solve issues across organizations without sacrificing quality of service.
• Exceptional communication skill (oral and written) and facilitation skills.
• Demonstrates advanced presentation skills and is able to deliver and ensure understanding of information regarding any claim or customer or trend topics across varied audiences including customers, service center leaders and staff.
• Proven track record of exemplary relationship building and management skills within and across organizations. Able to coach direct reports to improved levels of performance.
• Experience in expense management with ability to understand service center-level and customer impacts.
• Ability to accommodate 25% travel within the US.

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: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com 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.

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