Senior Manager, Client Services - 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.    

**External applicants must have prior Cigna experience

Position Summary

The Senior Manager will manage the day-to-day oversight and operational activities of a team of Client Service Executives, Client Service Partners, and Platinum Service Liaisons on the Client Services and Operations Team within the Georgia and Alabama Market.  This includes leading a team of service focused individuals who are responsible for the following: 

• Ongoing client service relationship, developing case-level service strategies and owning service delivery and recovery.

• Partnering with Sales Executive to understand client intent with respect to benefit plans and administrative capabilities and conveying do-ability to client.

• Owns client experience across end-to-end service.

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

• Monitors overall health of the client (account metrics and performance guarantees) to minimize financial impacts, drive persistency, and improve client satisfaction. 

Primary Functions

• Manage a team of Client Service Executives/Client Service Partners/Platinum Service Liaisons utilizing tools and behaviors to monitor throughput and make daily adjustments to maximize productivity.

• Lead daily meetings with team to manage daily workload, make assignments, provide direction, conduct proactive workload balancing and remove barriers to ensure team meets deliverables and commitments.

• Partner closely with cross functional leaders and stakeholders within their market.   market.  This includes ensuring they are informed of escalated client issues and have the information they need in order to actively engage with the client and sales on resolution of issues.  This position will escalate issues, trends, or other barriers where engagement from the Service Relationship Director and/or Director of Implementation as needed.

• This position will also partner closely with the Service Relationship Director for their market to positively influence client and customer results, ensure market level specifics are managed tightly within the team and all team members are supporting goals of the market to positively influence the client experience.

• Work with team and partner with Managers within Client Onboarding and Service teams on escalated issues and issue resolution.  Utilize reporting and analysis to understand root cause to prevent repeat occurrences of issues at local and global level.

• Provide Vice President with status of team deliverables, client escalations and process opportunities.

• Responsible for building and fostering relationships with matrix partners while driving toward issue resolution.

• This position will be responsible for the ongoing development of staff including providing feedback, coaching and ongoing development.  Additionally, this position is responsible for building and fostering relationships with matrix partners while driving toward issue resolution.

Key Qualifications

• High School Diploma or GED required. Bachelor’s degree preferred.

• 8+ years’ experience in a healthcare leadership position within Client, Claim or Member Services, preferably with a focus on driving customer satisfaction and performance in a production environment required.

• 3+ years of demonstrated experience and success at account level management through the use of process improvement techniques. (i.e., Six Sigma, TQM).

• 3+ years of direct management within a customer/client service environment with strong performance and quality metrics required.

• Extensive understanding of all healthcare products, benefit design, services and processes in a service center environment from the customer, claim, and strategic perspectives highly preferred. 

• Facets or Proclaim experience highly preferred.

• Able to effectively leverage business and organizational knowledge within and across functions.   

• Demonstrated proficiency to research, trouble shoot, and problem solve issues across organizations without sacrificing quality of service.

• Exceptional communication skill (oral and written) and facilitation skills. 

• Demonstrates advanced presentation skills and is able to deliver and ensure understanding of information regarding any claim or customer or tre