Job description
Position SummaryThe 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.
Responsibilities
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.
POSITION REQUIREMENTS
BA/BS preferred or equivalent related work experience
General Lines Agent licensure required ( or the ability to achieve certification within six months of hire )
Demonstrated knowledge of health insurance or employee benefit experience; Basic understanding of products, benefits, rates and financials
Ability to work independently as well as in a team environment and proactively with internal and external clients and partners
Ability to consistently meet tight deadlines and work under pressure
Excellent communication, organization, and presentation skills
Demonstrated ability to develop strong working relationships with others, takes direction well, but also offers recommended solutions to develop best practice
Ability to demonstrate strong critical thinking and problem solving skills
Strong working knowledge of Microsoft Outlook, Word, Excel, PowerPoint, and Internet Explorer is required; Salesforce.com experience a plus
This role is "flex" with 2 days per week required in the office.
For this position, we anticipate offering an annual salary of 50,000 - 83,400 USD / yearly, depending on relevant factors, including experience and geographic location.
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.
About Cigna
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.
Cigna 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.
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