Senior Manager, National Client Service - Remote - Cigna Healthcare (Finance)

Candidates who reside within 50 miles of the following locations may be asked to work in person: Bloomfield, CT, Chattanooga, TN, Denver, CO, St Louis, MO, and Scottsdale, AZ.

Position Summary

The Senior Manager, National Client Service will serve as a Strategic Leader and Partner within the National/O3000 segment. Priorities include managing the day-to-day oversight and operational activities of a team of Client Service Executives/Partners that support National/O3000 Service Areas including Taft-Hartley/Shared Administration and key business/specialty verticals.

Primary Functions

• Leading a team of service focused individuals who are responsible for:
  
  • Ongoing client service relationships, developing case-level service strategies and owning service delivery and recovery
  • Partnering with Executive Sales Management to understand Client strategy and intent with respect to benefit plans and administrative capabilities while conveying do-ability to client.
  • Owning the Client experience across end-to-end service.
  • Facilitate engagement between subject matter experts within Cigna to execute overall Client service strategy.
  • Monitor and provide insights, trends and opportunities for the overall health of the Client (account metrics, operational insights and performance guarantees) to minimize financial impacts, drive persistency and improve client satisfaction.

• Lead team meetings to proactively manage end to end workload, review and align assignments and projects, provide insights and direction, partner to remove barriers to ensure team meets deliverables and commitments.
• Drive stellar performance by utilizing tools and behaviors to monitor throughput and make daily adjustments to maximize productivity.
• Provide ongoing development of staff including providing feedback, coaching and end-to-end talent development.
• Partner closely with cross functional leaders and stakeholders, ensuring they are informed of escalated client issues & trends and have information needed to actively engage with internal leaders, sales and the Client on resolution of issues.
• This position will escalate issues, trends or other barriers where engagement from Account Management, Implementation Management or additional operational leadership is needed.
• Partner closely with Market Sales Leadership to positively influence client and customer results, ensure market level specifics are managed tightly within the team and all team members are supporting the goals of the market to positively influence the client experience.
• Partner within aligned Client Onboarding and Service teams to drive insight and resolution
• Utilize reporting and analysis to understand root cause, preventing repeat occurrences of issues at local and global level.
• Maintain connection to Sr Director/Vice President, providing status of team deliverables, client escalations and process opportunities.
• Responsible for building and fostering relationships with matrix partners while driving toward issue resolution.

Key Qualifications

• High School Diploma or GED required. Bachelor's degree preferred.
• 5+ years experience in healthcare leadership position within Client, Claim or Customer Experience, with a focus on driving customer and client satisfaction and performance required. Additional scope within a production environment highly preferred.
• 3+ years of demonstrated experience and success at account level management through the use of process improvement techniques. (i.e., Six Sigma, TQM) highly preferred.
• 3+ years of direct management within a customer/client service environment with strong performance and quality metrics highly preferred.
• Extensive understanding of all healthcare products, benefit design, services and processes in a service center environment from the customer, claim and strategic perspectives highly preferred.
• Proclaim, Facets and Payor Solutions knowledge and experience highly preferred.
• Supplier management experience a plus.
• Strong presentation experience is highly preferred.
• Ability to effectively leverage business and organizational knowledge within and across functions.
• Demonstrated proficiency to research, trouble shoot and problem solve issues across organizations without sacrificing quality of service.
• Exceptional communication skill (oral and written) and facilitation skills.
• Demonstrates advanced presentation skills and ability to deliver and ensure understanding of information regarding any claim or customer or trend topics across varied audiences including customers, service center leaders and staff.
• Proven track record of exemplary relationship building and management skills within and across organizations.
• Able to coach direct reports to improved levels of performance.
• Experience in expense management with ability to understand service center-level and customer impacts.
• Ability to accommodate 25 - 50% travel within the US.

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 108,200 - 180,400 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.