Position Summary

Delivers professional activities in the Client Services job family for Cigna Healthcare specifically. Responsible for providing client support in the areas of service, maintenance and troubleshooting. Responds to inquiries by resolving problems or errors and ensuring client satisfaction with products and service while adhering to contractual Turn Around Time SLAs established with Cigna Healthcare. Applies standard techniques and procedures to routine instructions that require professional knowledge in their respective areas. Must utilize previous experience and knowledge to identify unfamiliar and familiar errors without letting the same experience and knowledge limit potential paths to resolution. Works under own initiative and prioritizes own work while meeting agreed timescales. Work is subject to frequent review by more experienced professionals in Client Account Support. Must have the ability to be in a phone queue for a minimum of 2 hours a day and work a Full-Time schedule (40 hours per week) between the operating hours of 7:00am - 7:00pm CST.

Job Responsibilities

• Identifies and resolves day-to-day operational problems using defined processes, expertise, independent judgement, and timely communication between the client, providers, IT, and other eviCore healthcare team members and departments. The Associate Analyst investigates client and provider issues, recognizes root-causes, and communicates resolution to stakeholders within established contractual SLAs. They must utilize previous experience and knowledge to recognize familiar errors without letting the same experience and knowledge limit potential paths to resolution.


• This role will be responsible for any follow-up work needed for resolving and closing issues. Provides excellent quality service to our clients and ensures that there is full understanding of the resolution or action plan. Must have ability to learn multiple platforms that contain provider data, member information, authorizations, and claims. Must maintain proficiency in all technical applications, technical skills, and system knowledge. (V-File, CRM system, SQL)


• The Client Account Support Analyst works with internal departments to obtain a resolution and communicates the resolution in basic terminology through a client facing format. This role must have an understanding of the complete workflow of authorizations - mapping processes, which platform is used and for what, and be aware of specific client's needs.

Qualifications

• Proficiency with Microsoft Outlook, Word, and Excel (i.e. Outlook - communication, organization, etc.; Word - documentation purposes, mail merging, writing letters; Excel - entering data, creating spreadsheets, etc.)


• High School or equivalent; Bachelor's Degree, preferred


• 2+ years Customer Service experience, preferred


• Experience using CRM platform; Cherwell preferred


• Organizational skills to ensure deadlines are met


• Ability to learn basic SQL queries as needed


• Maintain/manage an independent, potentially high, workload


• Excellent Problem-Solving & Analytical Skills


• Willingness and desire to continuously be learning


• Adequate home internet access

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 Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. 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.

Qualified applicants with criminal histories will be considered for employment in a manner
consistent with all federal, state and local ordinances.

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.