Client Support Senior Advisor - Client Services and Operations - Remote

Candidates who reside within 50 miles of the following locations may be asked to work in person: Bloomfield, CT, Chattanooga, TN, Denver, CO, St Louis, MO, and Scottsdale, AZ.

The CS&O Client Support Senior Advisor will primarily support the management and relationship for an aligned, O3K Business Client.

Responsibilities will align, but not be limited to the following:

RESPONSIBILITIES

Client Relationships / Service


* Owns service relationship with the aligned client.

Builds and retains strong relationships with the client, proactively identifying the needs of the customer & Client, while satisfying inquiries in a timely and cost-effective manner.


* May meet with clients and customers in person to enhance the overall service relationship.


* Partner with aligned team to develop and expand case-level service strategy while managing service issues as it relates to overall plan administration


* Uses a creative, thoughtful approach to customize service delivery for client/consultant needs and attributes.


* Owns end-to-end service delivery and manages service recovery in partnership with the CSE.


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


* Build and sustain client relationships to enhance Cigna's reputation with the client , the business segment and within the group health insurance industry.


* Attend client meetings (Virtual and/or in person) related to the implementation of new and renewing benefit strategies.

Partner with Implementation Manager and CSE as needed on strategy meetings related to the implementation process.


* May attend and present to client, representing overall service delivery process and expectations for the client.

Internal Liaison


* Facilitate engagement between subject matter experts within Cigna to execute overall service strategy for client.


* Manages issue and inquiries from initiation thru (and owns) resolution.


* Partners with the Sales team in the development of client specific service strategies and in the pursuit of growth opportunities, and retail strategies.


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

Data Analysis


* Partners with CSE to monitor overall health of the client (account metrics and performance guarantees) to minimize financial impacts, drive persistency, and improve client satisfaction.


* Partners with CSE to support proactive routine service touchpoints with client regarding service results.

QUALIFICATIONS


* High School Diploma or GED required, advanced degree preferred.


* Five plus years supporting the State of Wyoming required.


* Ability to establish and maintain matrix partner relationships and follow through on expectations.


* Demonstrated strength and ability to ...