Medicare Fulfillment Business Production Support Program Senior Advisor - Cigna Healthcare - Remote

Position Overview:

The individual is accountable to the Issue Management Team.  This role will partner with technical teams and Business Operations teams on issues related to Fulfillment system performance and business process issues with the goal of decreasing down time and resolving process issues for users. 

Key Responsibilities:

• Manage an issue through end-to-end cross-functional issue management and resolution process and be accountable for timely issue remediation and/or challenge and risk escalations to Senior Leadership
• Accountable for tracking and correction of impacted transactions
• Provide comprehensive consultation to business unit and technical management at the highest technical level possible
• Collaborate with upstream and downstream business partners to identify the key stakeholders within the process necessary to drive remediation.
• Review, analyze and appropriately disposition MIRS issues for distribution including engagement and ownership of Corrective Action Plan (CAP) related documents.
• Drive resolution by partnering with technical teams and operations.  This may include coordinating and documenting sessions with Technology Teams and vendor partners to achieve definitive resolution of complex issues
• Liaise with the Compliance Medicare Business Support (MBS) team on business issues with compliance implications.
• Liaise with all technical teams to ensure swift resolution of problems within service level targets
• Produce documentation of issues impacting the business operations targeted to operations managers and leadership within established guidelines for format and timing
• Provide guidance and oversight of the manual daily process for the collection of outage ticket symptoms
• Investigate and correlate individually reported issues to large/global enterprise issues
• Establish rapport and close collaborative relationship with the Operations and technical teams and have high level familiarity with the applications and services

Required Experience / Qualifications:

• Must be able to lead calls, facilitate major incidents, and communicate effectively with stakeholders and Senior Leadership
• Excellent analytical/troubleshooting skills
• Proficient with Microsoft business applications such as Excel and Word
• Ability and desire to thrive in a proactive, fast paced environment
• Demonstrate ability to take initiative and drive process improvements
• Able to effectively communicate across teams and roles
• Strong analytic skills and the ability connect the dots quickly

Desired Experience / Qualifications:

• BA/BS degree or higher strongly preferred in Computer Science or related degree or 4+ years of job-related experience preferred
• 2+ years of technical or operations experience with Facets application or similar products
• This position may require support beyond core business hours. 
• General knowledge of or previous experience with technical support or development of one or more application or infrastructure areas strongly preferred

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an annual salary of 110,000 - 183,300 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group.

About Cigna Healthcare

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