Cigna Client Service Consultant (Lead Analyst)- New England Market for U500 in Newton, Massachusetts
Must reside in New England Area and willing to travel locally
The positions is responsible for responding to complex service inquiries requiring Sales involvement, solving non-routine problems using independent judgment and discretion, and ensuring client satisfaction with products and the overall service experience. Coordinates with Sales to ensure service needs are met and potential problems are averted.
This position will require consultative thinking when decisions are needed in real time and for brokers or clients. These decisions or explanations may include how benefits are administered across platforms, the intricacies of specific products and how our networks work. The person in this role must be able to balance capability with client desire and set expectations appropriately with new and existing clients.
Serves as a subject matter expert on benefits for NBM’s and CM’s
Maintains knowledge and expertise in all products (benefits and general funding knowledge), programs, services and enrollment activity.
Handles escalation of service issues internally, using appropriate escalation guidelines.
Provides support for resolution of complex service issues requiring Sales involvement.
Provides out of office service support for SM, DCM, NBM’s, and CM’s on complex or escalated service issues requiring Sales involvement.
Leads “Service project work” required in the local market to proactively identify service issue trends and internal procedures that adversely affect customer satisfaction.
Partners with Service Operations or other matrix partners to drive resolution of issues and to proactively identify process improvements and increased efficiency
Proactively educates and provides recommendations to sales to avoid future service issues (for example, identifies a trend with certain Rx formulary issues due to product change that is not being communicated by Sales.)
May conduct training on Client Resource Portal for high-touch clients or clients with complex structure set-up
Training done onsite/in person or by phone
Training is on eligibility and billing system for Facets clients to ensure proper procedures are followed
Takes the lead to have ex gratia payments processed (for self-funded clients)
Provides back-up assistance in reviewing completed benefit summaries and SBC’s
Provides back-up assistance in building new benefit summaries and SBC’s
May mentor and/or provide guidance and expertise to more junior team members. Also, may provide guidance to Sales Support Consultants on less complex service issues.
Coordinate with client manager to ensure client needs are met and potential problems are averted. Keeps client manager informed of account status.Participates in role-related work groups, special projects, and sharing of best practices
May be responsible for providing client support in the areas of benefit education and open enrollment meetings.
Bachelor’s degree highly preferred
Proficient knowledge (min 3 years) in health care / managed care business; to include many or all of the following: product knowledge, sales practices, account management and knowledge of administrative operations
Knowledge of Cigna Select funding options, benefits structure, and platforms are preferred.
Ability to manage through systems and influence both external clients/brokers and internal matrix partners
Ability to make quality decisions
Strong verbal and written communication skills
Displays empathy & compassion
Strong negotiation skills
Demonstrated planning/organizational skills; ability to plan for both the long and short term; ability to work on many issues at once and to prioritize work
Demonstrated ability to develop strong working relationships with both external clients/brokers and matrix partners in the organization; ability to leverage matrix resources to drive deliverable
This role requires regular travel to client & customer sites & you must be fully vaccinated OR be required to undergo regular testing. If you’re unvaccinated, you will be required to self - test (test will be provided to you) and you must obtain a ne gative result no greater than three (3) calen dar days prior to the meeting/travel departure.
For this position, we anticipate offering an annual salary of $58,100 - $96,900, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus plan.
Helping our customers achieve healthier, more secure lives is at the heart of what we do. While you take care of our customers, we’ll take care of you through a comprehensive benefits program that helps you be at your best. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and best in class 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 dozens of corporate discounts on essentials you use every day. For more details on our employee benefits programs, please visit the “Life at Cigna” tab on our careersite: www.cigna.com/careers
Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you’ll enjoy meaningful career experiences that enrich people’s lives. What difference will you make?
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.
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