Client Account Support Senior Analyst - Platinum Service Lead - Northeast Region - Cigna - Remote

**Medical Proclaim or Medical Facets knowledge highly preferred

**Medical knowledge required

The Platinum Service Lead role manages the end-to-end service delivery and service recovery for clients and brokers in the Select Segment and is part of Cigna's Client Onboarding and Service team. This role will support the Northeast east area of clients (New York & New Jersey).

Responsibilities:

Client Relationships / Service

• Manages end-to-end service delivery and service recovery for clients and brokers

• Conducts research to provide root cause and trending analysis, facilitating discussion with Clients, Brokers and Sales including internal matrix partners

• Communicates and educates regarding issues/trends creating action plans for process improvement

• Responsible for engaging internal matrix partners on escalated service issues including but not limited to billing, banking, eligibility, customer service, plan set-up, and claim payment

Internal Liaison

• Engage appropriate subject matter experts as needed to manage issue through resolution

• Provides routine updates to Sales account management team related to at-risk service issues

• Provides guidance regarding products, policies, procedures, workflows, quality and training needs within Cigna departments and is responsible for monitoring against standards and performance guarantees

Qualifications:

• High School Diploma or GED required.

• Bachelor's degree preferred in business administration, business communication, marketing, or other appropriate professional degree highly preferred

• 3+ plus years work experience in account management/account services/sales, or other areas requiring significant customer interaction and ability to effectively problem-solve issues to resolution. Ability to establish matrix partner relationships and follow through on expectations, required

• 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, required

• Strong analytical ability, with ability to design, track, and work toward specific measurable performance targets for self and team, strongly preferred

• 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, required

• Tech savvy, Proficiency with multiple software and system-based applications, including database and spreadsheets (Word, Excel, PowerPoint, tracking systems), required

• Strong verbal/written communication and organizational skills to effectively communicate and interact with all levels and functions within the organization, required

• Demonstrated success in negotiations and ability to influence internal/external constituencies, required

• Demonstrated leadership and motivational skills in fast-paced environment, required

• Demonstrated interpersonal skills, required

• Travel is approximately 25%, required

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 55,300 - 92,100 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.