Job Information
The Cigna Group Client Account Support Manager / Manager, Onsite Client Service - Remote in Bloomfield, Connecticut
Candidates who reside within 50 miles of the following locations may be asked to work in person: Bloomfield, CT, Chattanooga, TN, Denver, CO, St Louis, MO, and Scottsdale, AZ.
External applicants must have prior Cigna experience
Manager, Client Service
Department: Client Delivery & Resolution Team – Dedicated Client Service Partner (DCSP)
Products: Medical, Dental, Pharmacy, Behavioral. Premium and One Guide Business
Platforms/Systems: Proclaim/PowerMHS/Facets/Oneview/Salesforce, etc.
Segments: U3000 / O3000
*Selected candidate will manage direct reports in multiple locations both virtually and co-located with clients *
This leader will manage the day-to-day operational activities of a team of client facing, service-focused exempt professional who are responsible for the following :
Investigating/resolving escalated customer/client service concerns.
Supporting Human Resources Leads and Client Decision Makers
Conducting service issue analysis for Call/Claim issues and communicating outcome and next steps with the client and/or customer.
Handling transactional and administrative tasks including customer/provider outreach calls.
Pulling claim reports and analyzing data and trends; navigating multiple Cigna systems including client self -service portals, claim systems and tracking systems.
Processing routine requests including ID card requests, certificate of credible coverage, pharmacy overrides, etc.
Compiling monthly service reporting based on client needs/requests.
Assisting with training, preparation of the team for benefit information sessions with local employees, aiding and supporting wellness, and healthy life and enrollment activities as required by the client or market.
Delivering value and providing the best service experience to customers and clients utilizing Cigna's programs, tools and capabilities to promote advocacy, education, navigation and steerage.
Other responsibilities will be at the discretion of the client.
Responsibilities:
Lead a team of Dedicated Client Service Partners utilizing tools and behaviors to monitor KPIs, throughout and make daily adjustments to maximize productivity.
Response for full-lifecycle recruiting for DCSP employees as well as onboarding, training and development of team members and independent contractors requested by our respective clients.
Partner with Sales/Account Management and Clients/Consultants to set expectations about the roles and responsibilities of the dedicated positions and will secure a fully executed Business Associate Agreement and/or ASO Amendment for the dedicated role.
Responsible to engage all necessary internal and external partners to assess client needs for the onsite roles to ensure compliance with Cigna's HR guidelines as well as client expectations.
Interact with members of Sales/Account Management, Service Operations Leadership, Clinical Operations, One Guide Teams, Underwriting, Legal, IT, Finance, Employee Relations/HR, Client Service Leadership, etc. to deliver value for our clients and their employee population.
Partner closely with the CSE Directors and Sales for their respective accounts. This includes ensuring they are informed of escalated client issues and have the information they need to actively engage with the client and sales on resolution of issues.
Work directly with Sales, Clinical teams and One Guide Team to ensure client and customer expectations are achieved and business rules are maintained.
Engage matrix partners 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 oversight of client relationship and participate in ad hoc client meetings to discuss service and/or client strategy. Participate in monthly/quarterly meetings with client as requested.
Mentor and guide DCSP staff through the creation and presentation of account level reporting to demonstrate the value / ROI of the DCSP role.
Ensures work quality with their teams and leads continuous improvement and collaborates to drive continuous quality improvement results.
Ensures continued team development and takes charge of their own continued self-learning.
Provides backup support to other Managers as needed.
Makes recommendations to improve the DCSP role regarding the client and customer experience strategy.
Volunteers and participates in special team and organizational projects and initiatives as necessary.
Qualifications:
Bachelors degree or equivalent work experience
8+ years experience in a healthcare leadership position with Client, Claim or Member Services, preferably with a focus on driving customer satisfaction and performance in a production environment required.
3+ years of direct management within a customer/client service environment with strong performance and quality metrics preferred.
Able to coach direct reports to improved levels of performance.
Business Acumen : Thorough understanding of all healthcare products, services & processes in a service center environment from the customer, claim and CIGNA Strategy perspectives OR equivalent knowledge and experience.
Able to effectively leverage business and organizational knowledge within and across functions.
Proven track record of exemplary relationship building and management skills within and across organizations.
Demonstrated skill in negotiating and influencing others at all levels of the organization and with external partners is required.
Problem Solving : Demonstrated proficiency to research, trouble shoot and problem solve issues across organizations without sacrificing quality of service.
Written Communications : Exceptional verbal and written communication skills.
Presenting 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 Clients (i.e. C-Suite, HR Directors) Consultants, Customers, internal Leads, cross functional matrix partners and staff.
Experience in expense management with ability to understand service center-level and customer impacts.
Ability to understand capacity planning and operating expense matters.
Able to travel 10 to 15% is expected.
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.
For this position, we anticipate offering an annual salary of 87,200 - 145,300 USD / yearly, depending on relevant factors, including experience and geographic location.
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 Group .
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.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.