Cigna Client Account Support Sr Analyst / Onsite Client Service Partner for National Client in Springfield, MA 01111 - only in United States
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Onsite Client Service Partner - -Band 3
**Candidate must be able to work standard core business hours at the client’s site Monday through Friday in Springfield, MA 01111
** This is NOT a work at home opportunity .
The dedicated Client Service Partner will work supporting client’s benefits department in Springfield, MA 01111. This role will be responsible for responding to and assisting with, complex employee issues and inquiries directly from the Client’s benefit delivery team and/or the employees. In addition, this role will assist the benefit delivery team and the employees with education around the plan offerings benefit optimization/steerage, and also tool and resource navigation; which could include lunch and learn sessions, presentations, or general communication development in alignment with client’s programs and services offered. The Client Service Partner role is considered part of the Cigna Account Management team, and will serve a critical role for bringing key insights and program delivery opportunities to the organization and team strategy discussions.
Ongoing Service Support
Provide dedicated, personalized support for the Client, their employees and HR Team
Own and handle to resolution all issues brought to them by employees and/or the client’s benefits team related to complex claims, authorizations, denials, appeals, incentive issues, etc
Research, analyze and track all customer call/claim inquiries from employees and/or benefits team
Manage resolution in a timely manner and provide status to all appropriate parties when resolved
Communicate with the resolution the root cause, countermeasures and next steps to appropriate parties
Work with provider offices as appropriate to ensure all necessary information is provided
All verbal/written communication with employees should be clear/concise, accurate; results oriented and demonstrate a commitment excellence to service excellence
All verbal/written communication with benefits team should articulate details of the issue, the options available and any other details to assist the benefits team in resolution
Assist in arranging case manager (or other appropriate Cigna resource) for customer with complicated medical conditions or technical/non-clinical needs
Ongoing Training and Wellness Support
Provide education and guidance to employees about programs and resources available as part of client’s benefit plans, including myCigna.com, wellness, incentives and discount programs, health savings account, vendor partners, etc
Deliver lunch and learn sessions on Cigna's programs and services offered and /or meet with benefits team to train and answer questions related to trending issues and/or provide updates to the team on Cigna processes/products
Support education of Cigna's programs and services to new hires
Must be able to work on the client’s site Monday thru Friday - zip code is 01111.
Bachelor’s Degree or equivalent previously related work experience
Professional Insurance Industry experience is required
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
Strong knowledge of Cigna benefits, products, and services preferred
Ability to quickly understand the customer’s needs and expectations
Ability to pivot seamlessly from customer interaction to client level updates and communication/coordination
Demonstrated background in navigating Cigna's various matrix partners to triage inbound Cigna issues from the customer (ie – Dental, DME, Eligibility, Appeals, HSAB, Incentives) preferred
Travel is expected to be minimal
Qualified applicants will be considered without regard to race, color, age, disability, sex (including pregnancy), childbirth 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 an accommodation based on your physical or mental disability please email: SeeYourself@cigna.com. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.
We’re a global health service company dedicated to helping people improve their health, well-being and sense of security. We offer an integrated suite of health services, such as medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products that serve over 95 million customers around the world. When you work with us, you’ll enjoy a different kind of career - you’ll make a difference, learn a ton, and change the way people think about health insurance. To see our culture in action, search #TeamCigna on Twitter or Instagram.