Operations Lead Analyst, Issue Management - Express Scripts - Remote

Provides advanced professional input to complex Operations Management assignments/projects. Supports and provides direction to more junior professionals. Works autonomously, only requiring “expert” level technical support from others. Exercises judgment in the evaluation, selection, and adaptation of both standard and complex techniques and procedures. Utilizes in-depth professional knowledge and acumen to develop models and procedures, and monitor trends, within Business Operations. May lead projects or project steps within a broader project or have accountability for ongoing activities or objectives. May assist in business processing, service levels and reporting. Is responsible for preparing and reviewing key statements and document related to business operations or key accounts. May gather results and prepare reporting for distribution to clients. Ensure that production levels and targets are achieved and effective processing controls are in place.  

The IMT Operations Lead Analyst is an organized, analytical thinker who is responsible for triaging and managing issue tickets within the Client Service Delivery organization, and quickly determining the next best step to take in order to resolve the issue.   The IMT Analyst collaborates with many cross-functional teams to ensure the ticket moves expeditiously through the process to closure or cancellation. 

POSITION SUMMARY

As a Lead Analyst on the Issue Management Team (IMT), you will be responsible for managing an assortment of functions including triaging issues, identifying needed support teams, following up on requests, facilitating the resolution of client and member facing issues, and working special projects, as needed.  The IMT Lead Analyst is an organized analytical thinker who is responsible for triaging issues and collaborating with the cross-functional teams to ensure the ticket moves expeditiously through the process. 

RESPONSIBILITIES:

• Proactively monitor, triage, analyze, and escalate Issue Management Team (IMT) tickets

• Review tickets for understanding of the issue

• Identify the key stakeholders or groups to resolve the issue

• Partner cross-functionally with other operational departments to research and resolve escalated issues

• Facilitate meetings with key stakeholders related to a specific issue

• Clearly and consistently document activities, decisions, and next steps related to issue resolution

• Assist with building operational procedures and documentation

• Manage and track department and cross-functional projects and periodically report out to management

QUALIFICATIONS:

• High School Diploma or GED required

• 3+ years of relevant experience in pharmacy, PBM or healthcare industry required

• Detailed knowledge of Express Scripts products, services, systems, and operations preferred

• Willingness to work additional hours as needed (including evenings, weekends, and/or holidays) during peak implementation periods

• Ability to work under pressure to meet tight turnaround times

• Basic organizational, analytical and problem solving skills

• Excellent oral and written communication skills

• Solid customer service, technical, and analytical skills required

• Strong critical thinking and problem solving skills required

• Proficiency with MS Excel, PowerPoint, Word

• Confidence to jump into a situation where you are not a subject matter expert, and the ability to ask the curious questions

• Flexibility to support peak periods throughout the year which may require adjusted schedules

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 62,600 - 104,300 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.

At The Cigna Group, 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), company paid life insurance, t