Client Account Support Partner - Platinum Service Lead - Southwest Market - Cigna - Remote

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*Remote, supporting Southwest markets

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*Medical Proclaim or Medical Facets knowledge highly preferred



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*Medical knowledge required

The Platinum Service Lead role manages the end-to-end service delivery and service recovery for clients and brokers in the Select Segment and is part of Cigna's Client Onboarding and Service team.

This role will support the Southwest markets, (example, TEXAS).

Responsibilities:

Client Relationships / Service


* Manages end-to-end service delivery and service recovery for clients and brokers


* Conducts research to provide root cause and trending analysis, facilitating discussion with Clients, Brokers and Sales including internal matrix partners


* Communicates and educates regarding issues/trends creating action plans for process improvement


* Responsible for engaging internal matrix partners on escalated service issues including but not limited to billing, banking, eligibility, customer service, plan set-up, and claim payment

Internal Liaison


* Engage appropriate subject matter experts as needed to manage issue through resolution


* Provides routine updates to Sales account management team related to at-risk service issues


* Provides guidance regarding products, policies, procedures, workflows, quality and training needs within Cigna departments and is responsible for monitoring against standards and performance guarantees

Qualifications:


* High School Diploma or GED required.


* Bachelor's degree preferred in business administration, business communication, marketing, or other appropriate professional degree highly preferred


* 3+ plus years work experience in account management/account services/sales, or other areas requiring significant customer interaction and ability to effectively problem-solve issues to resolution.

Ability to establish matrix partner relationships and follow through on expectations, required


* Demonstrated strength and understanding of customer expectations and "sense of urgency" resulting in the ability to influence the organization to meet and exceed customer expectations, required


* Strong analytical ability, with ability to design, track, and work toward specific measurable performance targets for self and team, strongly preferred


* Ability to manage multiple and divergent priorities and deadlines, work independently and pro-actively, negotiate and manage expectations for mutually acceptable solutions and creatively problem-solve effective customer solutions, required


* Tech savvy, Proficiency with multiple software and system-based applications, including database and spreadsheets (Word, Excel, PowerPoint, tracking systems), required


* Strong verbal/written communication and organizational skills to effectively communicate and interact with all levels and functions within the organization, required


* Demonstrated success in negotiations and ability to influence internal/external constituencies, require...