As the Dedicated Client Service Partner, you're 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 liaison and bringing key insights and program delivery opportunities to the Account Management Team's strategy discussions to ensure we continue to provide solutions that exceed service expectations to access care.

This onsite role will require the incumbent candidate to come into the client office 5 days per week at the City of New Britain, CT.

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 benefits, products, and services (HMCM Complete, MotivateMe, LMP, OneGuide, Telehealth, HSAB, EAP, etc.) highly preferred.
• Professional InsuranceIndustryexperience 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 various matrix partners to triage inbound 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.
• 2+ years of previous/proven success 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.
• Candidate must meet travel requirements for this role.

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 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.