Dedicated Client Service Partner - New Britain, CT - Onsite

As the Dedicated Client Service Partner, you're 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 Team's strategy discussions to ensure we continue to provide solutions that exceed service expectations to access care.

This onsite role will require the incumbent candidate to come into the client office 5 days per week at the City of New Britain, CT.

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 Client's benefit plans, including mycigna.com, wellness and discount programs, health savings account and pharmacy.


* Deliver lunch and learn sessions on Cigna's 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/non-clinical needs


* Research, analyze, and track customer call/claim inquiries from employees.

Communicate outcome and next step directly to employees with cc to employee's HR when appropriate.


* Handle transactional tasks (customer/provider outreach calls, create out-of-pocket ledgers, etc).


* Pull claim reports and analyze data and trends.


* Navigate multiple Cigna systems including client self-service 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.


* Demonstrat...