Client Service Executive ID-19873
External applicants must have prior Cigna experience and meet the qualifications of the role 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. The Client Service Executive will own a book of business managing service for clients in the National segment. RESPONSIBILITIES Client Relationships / Service Owns service relationship with client. Builds strong relationships with the client, proactively identifying the needs of the customer and satisfying the customer in a timely and cost-effective manner. May meet with clients in person to enhance the overall service relationship.
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Develops case-level service strategy and manages service issues as it relates to overall plan administration; uses a creative, thoughtful approach to customize service delivery for client/consultant needs and attributes. Owns end-to-end service delivery and manages service recovery. 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. Build and sustain client relationships to enhance Cigna's reputation in the group health insurance industry. Attend client meetings related to the implementation and onboarding of new and renewing clients as needed. Partner with Implementation Manager as needed on strategy meetings related to the implementation process. May attend and present to client at finalist meeting representing overall service delivery process and expectations for the client. Internal Liaison Facilitate engagement between subject matter experts within Cigna to execute overall service strategy for client. Manages issue through and owns resolution. Partners with the Sales team (Client Manager or National Account Executive) in the development of client specific service strategies and in the pursuit of growth opportunities, and retail strategies. Provides routine updates to Sales account management team related to at-risk service issues. Data Analysis Monitors overall health of the client (account metrics and performance guarantees) to minimize financial impacts, drive persistency, and improve client satisfaction. Owns proactive routine service touch-points with client regarding service scorecard/dashboard results. Provides Service Operations standard service reports to the account team and client. Analyzes data/trends and responsible for presenting results to the client. QUALIFICATIONS High School Diploma or GED required. Bachelor's degree preferred. 3+ 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. 3+ years of experience successfully managing projects and/or stakeholders highly preferred; PMP/Six Sigma a plus. Demonstrated strength and ability to interface with and influence key decision makers/clients through use of negotiation skills, dealing with ambiguity and conflict management. Experience with Proclaims, CED, TruCare and OneView a plus. 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. Proficiency with multiple software and system-based applications, including database and spreadsheets (Word, Excel, PowerPoint, tracking systems). Strong verbal/written communication and organizational skills to effectively communicate and interact with all levels and functions within the organization. Excellent presentation skills. Previous/proven success and three to five years' experience delivering customer/producer communications. Demonstrated success in negotiations and ability to influence internal/external constituencies and follow through on expectations. Demonstrated leadership and motivational skills in fast-paced environment with demonstrated interpersonal skills. OTHER Must be willing to travel 25-50%. 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 80,900 - 134,800 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. 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.
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Develops case-level service strategy and manages service issues as it relates to overall plan administration; uses a creative, thoughtful approach to customize service delivery for client/consultant needs and attributes. Owns end-to-end service delivery and manages service recovery. 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. Build and sustain client relationships to enhance Cigna's reputation in the group health insurance industry. Attend client meetings related to the implementation and onboarding of new and renewing clients as needed. Partner with Implementation Manager as needed on strategy meetings related to the implementation process. May attend and present to client at finalist meeting representing overall service delivery process and expectations for the client. Internal Liaison Facilitate engagement between subject matter experts within Cigna to execute overall service strategy for client. Manages issue through and owns resolution. Partners with the Sales team (Client Manager or National Account Executive) in the development of client specific service strategies and in the pursuit of growth opportunities, and retail strategies. Provides routine updates to Sales account management team related to at-risk service issues. Data Analysis Monitors overall health of the client (account metrics and performance guarantees) to minimize financial impacts, drive persistency, and improve client satisfaction. Owns proactive routine service touch-points with client regarding service scorecard/dashboard results. Provides Service Operations standard service reports to the account team and client. Analyzes data/trends and responsible for presenting results to the client. QUALIFICATIONS High School Diploma or GED required. Bachelor's degree preferred. 3+ 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. 3+ years of experience successfully managing projects and/or stakeholders highly preferred; PMP/Six Sigma a plus. Demonstrated strength and ability to interface with and influence key decision makers/clients through use of negotiation skills, dealing with ambiguity and conflict management. Experience with Proclaims, CED, TruCare and OneView a plus. 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. 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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 80,900 - 134,800 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. 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.
