Cigna, Client Service ConsultantU500 – Band 3POSITION DESCRIPTIONPOSITION 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.DUTIES AND RESPONSIBILITIESServes as a subject matter expert on benefits for New Business Managers (NBMs) and Client Managers (CMs)
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, liaison between Sales, Client and Broker
Work closely with Platinum Service Lead on service issues; claims, billing, eligibility
Provides out-of-office service support for Service Manager (SM), Director of Client Manager (DCM), New Business Managers (NBM), and Client Managers (CM) 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.)
Coordinate overview of Client Resource Portal for high-touch clients or clients with complex structure set-up
Educate about training courses done online for client to attend
Provide overview of eligibility and billing system for Facets clients to ensure proper procedures are followed
Coordinate with Platinum Service Leads on ex gratia payments processed (for self-funded clients)
Responsible for reviewing completed benefit summaries and summary of benefits coverage (SBCs)
Provide second set of eyes for reviewing renewal documentation when down streamed for implementation
May mentor and/or provide guidance and expertise to more junior team members. Also, may provide guidance to Sales Support Consultants on complex service issues.
Coordinate with Client Manager to ensure client needs are met and potential problems are averted.
Involve Client Manager of account status and issuesParticipates in role-related work groups, special projects, and sharing of best practices
Develop strong business relationships with Client Managers, Clients, Brokers and matrix partners to ensure successful customer service model
May be responsible for providing client support in the areas of benefit education and open enrollment meetings.
POSITION REQUIREMENTSBachelor’s degree highly preferred
Proficient knowledge (min 3-5 years) in health care industry/managed care business; to include many or all of the following: product knowledge, sales practices, account management and knowledge of administrative operations
Knowledge of Cigna Select funding options, benefits structure, and platforms are preferred.
Ability to manage through systems and influence both external clients/brokers and internal matrix partners
Ability to make quality decisions
Strong verbal and written communication skills
Displays empathy & compassion
Strong negotiation skills
Demonstrated planning/organizational skills; ability to plan for both the long and short term; ability to work on many issues at once and to prioritize work
Demonstrated ability to develop strong working relationships with both external clients/brokers and matrix partners in the organization; ability to leverage matrix resources to drive deliverables
Ability to obtain necessary licenses
For this position, we anticipate offering an annual salary of $58,100 - $96,900, depending on relevant factors, including experience and geographic location.This role is also anticipated to be eligible to participate in an annual bonus plan.Helping our customers achieve healthier, more secure lives is at the heart of what we do. While you take care of our customers, we’ll take care of you through a comprehensive benefits program that helps you be at your best. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and best in class 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 dozens of corporate discounts on essentials you use every day. For more details on our employee benefits programs, please visit the “Life at Cigna” tab on our careersite: www.cigna.com/careersAbout CignaCigna 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.