The role is responsible for providing operational management of work requests to drive satisfactory results for the Centene internal team, leadership, and for Centene. Role requires strong client account and PBM operational knowledge. Position is accountable for assigned work with a focus on client satisfaction, quality, timeliness, performance guarantees and the effective use of cross-functional partnerships. Position requires strong analytical skills to drive resolution of complex issues. Role is empowered to identify and drive solutions and improvements for client and ESI processes. Role will take on any special projects as assigned. Position requires proactive approach to ensure workload remains at full capacity based on accomplished cross-training. Role requires navigation across numerous operational areas within our organization. Essential Responsibilities
Manages assigned service and operational deliverables, including but not limited to: analysis, capture of client intent, cross-functional project management, management of complex and escalated assignments, and handling of member service and client operational initiatives. Meets all defined service standards to ensure CST and client satisfaction.
Independently determines direction for resolution of any service or escalated issue. Appropriately escalates as needed.
Participates on cross-functional teams to identify opportunities to address global client issues, presenting recommendations to leadership.
Leads special projects as assigned. Shares best practices and knowledge of the business with peers to improve service levels. Assists with peer training and support.
Participate in client discussions regarding issues/resolutions, and other initiatives.
Provide clear and timely client facing updates.
Lead meetings and work across numerous operational areas to bring complex issues to resolution.
Manage work to performance guarantees.
Qualifications
High School Diploma or GED required. Bachelor's degree preferred.
3+ years of professional experience required.
Experience in healthcare or PBM industry preferred.
Excellent verbal and written communication and presentation skills.
Strong leadership skills and the ability to effectively influence others.
Strong focus on quality, effective communication, critical thinking, problem solving and customer service required.
Ability to work and build partnerships cross- functionally to proactively communicate and to resolve issues with the highest sense of urgency.
Ability to handle analysis from issue identification to solution delivery.
Demonstrated initiative with commitment and ability to work under pressure and meet tight deadlines.
Client facing experience preferred.
Proven experience using Microsoft Word, Excel, Outlook, and PowerPoint.
Ability to build and maintain strong cross-functional networks to add value to organizational efforts.
Adapt to a dynamic work environment, learn quickly, solve problems and make decisions with minimal oversight.
Demonstrate initiative, commitment, and ability to work under pressure and meet tight deadlines.
Previous quality and process improvement experience strongly advised.
Flexibility to support peak seasons and flexible schedule to meet needs.
Excellent organization skills with ability to multi-task and drive multiple priorities at the same time preferred
Strong prior knowledge of project management or program management execution preferred
Strong technical understanding to determine value, prioritization and/or critical problem solving skills
Excellent oral and written communication skills, including the ability to clearly and openly communicate status, issues/risks, and challenges presented to project, as well as ability to create clear and concise presentations required
Advanced problem-solving skills with the ability to work cross functionally to resolve issues and generate results among potentially conflicting constituencies preferred
Ability to effectively operate within a fast pace, dynamic organization preferred
Ability to effectively work within a complex, matrix environment preferred
Create a culture and team dynamic to maximize a team environment preferred
Ability to travel overnight required
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.
