Senior Advisor, Client Communication Support - Express Scripts - Hybrid

POSITION SUMMARY

The PBM Operations Commercial New Client Implementation team is a group of client account support professionals responsible for successfully managing and delivering strategic implementation projects while driving client/customer focused problem resolution and influencing/leading process improvement.

As the Senior Advisor, Client Communication Support on the Commercial New Client Implementations team, you are responsible for end-to-end management of the client's desired member experience, working collaboratively to develop a comprehensive communication plan and timeline and meeting all client deadlines.

This role is high profile role serving some of our most important clients and consultants and requires project management skills, a high level of executive presence, the ability to lead cross-functionally, and peer mentoring.

This role is tasked with achieving business results through consistent customer-centric service delivery, operational excellence, and effective partnership with cross-functional colleagues and external consultants, coalition partners and clients.The role exists within a fast-paced and dynamic team of highly supportive implementation and operations specialists and leaders whose focus is to collaborate and empower each other to deliver complex setups on time and without issue in order to best position our clients, their members and those who support them for success.

This position is in-office aligned and will require the flexibility to perform onsite 3 days per week at a designated Cigna facility.

Primary Functions


* Lead implementation communication strategies for new accounts including project plan management and status reporting, intent gathering, setup case submission, and overall client relationship management through project delivery and transition to the client service team.


* Work directly with clients, consultants, coalition partners, Sales, Client Service Teams, Operations and Product partners to ensure delivery of client contractual requirements and to manage expectations driving overall client satisfaction.


* Build expertise in commercial division contract review to ensure we identify and clarify all communication-related client needs, coordinating internal info-sharing, gathering external requirements, and providing ongoing updates internally and externally.


* Manage escalation and expedite communication of status and risk to appropriate leadership including senior executives at the client organization and Evernorth.

Position interacts directly with clients, third party consultants and vendors at business and senior executive levels.


* When needed, represent New Client Implementations through the sales process including participation in Finalist opportunities to demonstrate to clients how their objectives are met through the implementation.

Finalist opportunities may be virtual or in-person at a client site.


* Developing strong internal partnerships across func...