Dedicated Client Service Partner - Remote - Houston, TX - The Cigna Group
Bloomfield, CT
About the Job
Excited to grow your career?
We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply! Our people make all the difference in our success.
Implementation and Service, Proclaim, Choice Fund, PMHS, Dental
How you’ll make a difference:
As the Dedicated Client Service Partner, you will be an extension of the Cigna Account Management team. You have a critical role applying your relationship management skills to develop a partnership with a key client as our onsite liaison, and bringing key insights and program delivery opportunities to the Account Management Team.
Candidate must be available to work onsite at the City of Houston, 5 days per week Monday – Friday, from 8:00 A.M. – 5:00 P.M.
RESPONSIBILITIES:
+ Interact with internal/external customers and business partners in a professional manner (includes verbal and written interactions).
+ Own any customer issue that is brought to the table for resolution by employer. Manage resolution in a timely manner and provide status to all appropriate parties when resolved, including a summary of root cause, countermeasures and next steps.
+ Keep account team updated on any identified trends or client interaction that should be escalated or communicated.
+ Provide education and guidance about programs and resources available as part of the Client’s benefit plans, including mycigna.com, wellness and discount programs, health savings account and pharmacy.
+ Deliver lunch and learn sessions on Cigna's programs and services offered and/or meet with Employee Services team periodically to train and answer questions related to trending issues and/or provide updates to the team on Cigna processes/products.
+ Assist in arranging case manager (or other appropriate Cigna resource) for customer with complicated medical conditions or technical/non-clinical needs
+ Research, analyze, and track customer call/claim inquiries from employees. Communicate outcome and next step directly to employees with cc to employee’s HR when appropriate.
+ Handle transactional tasks (customer/provider outreach calls, create out-of-pocket ledgers, etc).
+ Pull claim reports and analyze data and trends.
+ Navigate multiple Cigna systems including client self-service portals, claim systems, and tracking systems.
+ Compile monthly service reporting based on client needs/requests.
+ Establish and maintain deep connections with the OneGuide team in order to delegate issues appropriately, but also to maintain a feedback loop to report status back to the employee and or HR in a timely, clear and accurate manner.
QUALIFICATIONS:
+ High School Diploma or GED required, advanced degree helpful.
+ 3+ years strong knowledge of Cigna benefits, products, and services (HMCM Complete, MotivateMe, LMP, OneGuide, Cigna Telehealth, HSAB, EAP, etc.) highly preferred.
+ 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 background preferred in navigating Cigna's various matrix partners to triage inbound Cigna issues from the customer (ie – Dental, DME, Eligibility, Appeals, HSAB, Incentives).
+ 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.
+ Previous/proven success and 2+ years of experience delivering customer/producer communications.
+ Ability to quickly understand the customer’s needs and expectations.
+ Ability to pivot seamlessly from customer interaction to client level updates and communication/coordination.
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 53,600 - 89,300 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._
We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply! Our people make all the difference in our success.
Implementation and Service, Proclaim, Choice Fund, PMHS, Dental
How you’ll make a difference:
As the Dedicated Client Service Partner, you will be an extension of the Cigna Account Management team. You have a critical role applying your relationship management skills to develop a partnership with a key client as our onsite liaison, and bringing key insights and program delivery opportunities to the Account Management Team.
Candidate must be available to work onsite at the City of Houston, 5 days per week Monday – Friday, from 8:00 A.M. – 5:00 P.M.
RESPONSIBILITIES:
+ Interact with internal/external customers and business partners in a professional manner (includes verbal and written interactions).
+ Own any customer issue that is brought to the table for resolution by employer. Manage resolution in a timely manner and provide status to all appropriate parties when resolved, including a summary of root cause, countermeasures and next steps.
+ Keep account team updated on any identified trends or client interaction that should be escalated or communicated.
+ Provide education and guidance about programs and resources available as part of the Client’s benefit plans, including mycigna.com, wellness and discount programs, health savings account and pharmacy.
+ Deliver lunch and learn sessions on Cigna's programs and services offered and/or meet with Employee Services team periodically to train and answer questions related to trending issues and/or provide updates to the team on Cigna processes/products.
+ Assist in arranging case manager (or other appropriate Cigna resource) for customer with complicated medical conditions or technical/non-clinical needs
+ Research, analyze, and track customer call/claim inquiries from employees. Communicate outcome and next step directly to employees with cc to employee’s HR when appropriate.
+ Handle transactional tasks (customer/provider outreach calls, create out-of-pocket ledgers, etc).
+ Pull claim reports and analyze data and trends.
+ Navigate multiple Cigna systems including client self-service portals, claim systems, and tracking systems.
+ Compile monthly service reporting based on client needs/requests.
+ Establish and maintain deep connections with the OneGuide team in order to delegate issues appropriately, but also to maintain a feedback loop to report status back to the employee and or HR in a timely, clear and accurate manner.
QUALIFICATIONS:
+ High School Diploma or GED required, advanced degree helpful.
+ 3+ years strong knowledge of Cigna benefits, products, and services (HMCM Complete, MotivateMe, LMP, OneGuide, Cigna Telehealth, HSAB, EAP, etc.) highly preferred.
+ 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 background preferred in navigating Cigna's various matrix partners to triage inbound Cigna issues from the customer (ie – Dental, DME, Eligibility, Appeals, HSAB, Incentives).
+ 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.
+ Previous/proven success and 2+ years of experience delivering customer/producer communications.
+ Ability to quickly understand the customer’s needs and expectations.
+ Ability to pivot seamlessly from customer interaction to client level updates and communication/coordination.
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 53,600 - 89,300 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._
Source : The Cigna Group
