Dedicated Client Service Partner - MD/VA/DC - Onsite

Role Summary

The Dedicated Client Service Partner coordinates with the Client/Account Management team to ensure client needs are met, potential problems are averted, and to ensure we continue to provide solutions to the client that exceed service expectations to access care.

A key focus of this role is building trust with the client (onsite and/or virtually) to assist their employees and retiree population in getting optimal care at the right time and in the right setting; thereby reducing their costs and the costs to the plan.

This onsite position is required to be onsite in Fairfax, VA, Washington, DC or the Baltimore, MD area.

Duties and Responsibilities:


* Deliver hands-on, dedicated, personalized support to the Client, their employees, retirees, and the Human Resources team.


* Service customers across all medical platforms and products (as well as pharmacy, dental, and behavioral health, as needed) regarding their purchased product and services.


* Respond to, own, and assist with escalated, complex issues and inquiries from the Client's benefits delivery team and/or the employees, including, but not limited to complex claim inquiries, service issues, provider authorizations, employee eligibility, billing, denials, appeals, incentive issues, and installation matters.


* Conduct on-site presentations for new hire, active, retiree, and/or prospective customers during open enrollment meeting and/or benefits fair to educate and inform of plan offerings.


* Interact with provider offices to respond to employee billing issues, access to services, etc.


* Partner with internal Cigna matrix partners on global service issues impacting the Client and customer.


* Keeps client manager informed of account status and opportunities for expanded business.


* Maintain knowledge and expertise in all products, programs, services and enrollment activity.

Effectively articulate and demonstrate Cigna's capabilities and tools in the marketplace.


* Achieve the team business plan objectives, both in support of the implementation of new plans and in identifying and responding to customer inquiries regarding plan benefits.


* Manage resolution in a timely manner and provide status to all appropriate parties when resolved.


* Review claim reports and analyze data and trends.

Provide sales team with monthly proclaim CMS ticket closure information.

Compile monthly service reporting based on client needs/requests.


* Navigate multiple Cigna systems including client self-service portals, claim systems, and tracking systems.


* Process customer requests including ID card requests, certificate of credible coverage, pharmacy overrides and student status requests.


* Drive customer engagement in Health Advocacy programs.


* Participate in Broker/Community activities to promote Cigna.

Qualifications:


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


* 3+ years' experience in account m...