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.
The CS&O Client Support Senior Advisor will primarily support the management and relationship for an aligned, O3K Business Client. Responsibilities will align, but not be limited to the following:
RESPONSIBILITIES
Client Relationships / Service
Owns service relationship with the aligned client. Builds and retains strong relationships with the client, proactively identifying the needs of the customer & Client, while satisfying inquiries in a timely and cost-effective manner.
May meet with clients and customers in person to enhance the overall service relationship.
Partner with aligned team to develop and expand case-level service strategy while managing service issues as it relates to overall plan administration
Uses a creative, thoughtful approach to customize service delivery for client/consultant needs and attributes.
Owns end-to-end service delivery and manages service recovery in partnership with the CSE.
Responsible for engaging internal matrix partners on service inquiries and escalated service issues including but not limited to customer requests, billing, banking, eligibility, customer service, plan set-up and claim payment.
Build and sustain client relationships to enhance Cigna's reputation with the client, the business segment and within the group health insurance industry.
Attend client meetings (Virtual and/or in person) related to the implementation of new and renewing benefit strategies. Partner with Implementation Manager and CSE as needed on strategy meetings related to the implementation process.
May attend and present to client, representing overall service delivery process and expectations for the client.
Internal Liaison
Facilitate engagement between subject matter experts within Cigna to execute overall service strategy for client.
Manages issue and inquiries from initiation thru (and owns) resolution.
Partners with the Sales team in the development of client specific service strategies and in the pursuit of growth opportunities, and retail strategies.
Provides routine updates to Sales account management team related to at-risk service issues.
Data Analysis
Partners with CSE to monitor overall health of the client (account metrics and performance guarantees) to minimize financial impacts, drive persistency, and improve client satisfaction.
Partners with CSE to support proactive routine service touchpoints with client regarding service results.
QUALIFICATIONS
High School Diploma or GED required, advanced degree preferred.
Five plus years supporting the State of Wyoming required.
Ability to establish and maintain matrix partner relationships and follow through on expectations.
Demonstrated strength and ability to interface with and influence key decision makers/clients through use of negotiation skills, dealing with ambiguity and conflict management.
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 ability, with ability to design, track, and work toward specific measurable performance targets for self and team.
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.
Proficiency with multiple software and system-based applications
Strong verbal/written communication and organizational skills to effectively communicate and interact with all levels and functions within the organization.
Previous/proven success and three to five years' experience delivering customer/producer communications.
Demonstrated success in negotiations and ability to influence internal/external constituencies.
Demonstrated leadership and motivational skills in fast-paced environment.
Demonstrated interpersonal skills.
OTHER
Must be willing to travel as needed for client requested benefit fairs, customer engagements, etc.
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.
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