Dedicated Client Service Partner - New Britain CT - Onsite

As the Dedicated Client Service Partner youre 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 Teams strategy discussions to ensure we continue to provide solutions that exceed service expectations to access care.

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 Clients benefit plans including mycigna wellness and discount programs health savings account and pharmacy.

• Deliver lunch and learn sessions on Cignas 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/nonclinical needs

• Research analyze and track customer call/claim inquiries from employees. Communicate outcome and next step directly to employees with cc to employees HR when appropriate.

• Handle transactional tasks (customer/provider outreach calls create outofpocket ledgers etc).

• Pull claim reports and analyze data and trends.

• Navigate multiple Cigna systems including client selfservice 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 proactively negotiate and manage expectations for mutually acceptable solutions and creatively problemsolve effective customer solutions.

• 2 years of previous/proven success experience delivering customer/producer communications.

• Ability to quickly understand the customers 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.

About The Cigna Group

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: for support. Do not email for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobaccofree 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.