Client Account Support Senior Analyst, Supplemental Health - Cigna Healthcare - Remote

This role will be work at home and will support our New England and North Florida Markets.

Incumbent candidate will ideally live in Easter Time or Central Time to align with assigned territory.

The Client Account Support Senior Analyst is a support role directly aligned to the Supplemental Health Account Management Team responsible for supporting all aspects of account management related to Supplemental Health products (Accidental Injury, Critical Illness, Hospital Care) for all market segments.

Overall responsibility is to support the day to day functions needed to maintain a best in class customer experience.

The role will have external facing responsibilities with Clients and Brokers providing back-up support to the Account Executive on client inquiries and resolving issues.

Knowledge ofoperating tools is critical, at tention to detail, accuracy and ability to work under tight time constraints are necessary.

Responsibilities:


* Manage incoming inquiries from existing clients and brokers.

Gather critical information, swiftly assess type of inquiry and the level of complexity and determine to process or direct the work to the appropriate teams for resolution.


* Interact professionally with clear, effective communication and set the appropriate expectations on timeline of deliverables.

Provide updates to client and Account Executive on status and resolution.


* Leverage internal resources and use independent judgement and discretion to resolve complex client inquiries and solve non-routine problems, which ensure client satisfaction with products and services.


* Manage and monitor requests within internal systems and refer changes to the appropriate support team, while still maintaining oversight of delivery for timeliness and accuracy.


* Develop and maintain effective business partnerships to ensure service issues are managed proactively; communicated clearly, accurately and effectively with all business partners.


* Coordinate with internal business partners to ensure client needs are met and potential problems are averted.


* Partner with Account Executive to support the preparation of client materials to educate, train and inform on benefits, services, and self-administration tools for billing and reporting.


* Participate in regularly scheduled feedback and information exchange sessions with key business partners.

Collaborate with other Account Analysts to determine, operationalize, and manage change/adoption of best practices across the book of business.


* Support Account Executive and Sales team in achieving their business goals and objectives in persistency, profitability and growth.

Qualifications:


* Bachelors degree or equivalent previously related work experience


* Minimum of 4 years' experience in client/customer service insurance environment.


* Working knowledge of insurance products (Accidental Injury, Critical Illness and Hospital Care) preferred


* Self-motivated ind...