Client Account Support Manager / Manager, Onsite Client Service - 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 

Manager, Client Service

Department:  Client Delivery & Resolution Team – Dedicated Client Service Partner (DCSP)

Products:  Medical, Dental, Pharmacy, Behavioral.  Premium and One Guide Business

Platforms/Systems:  Proclaim/PowerMHS/Facets/Oneview/Salesforce, etc.

Segments:  U3000 / O3000

**Selected candidate will manage direct reports in multiple locations both virtually and co-located with clients **

This leader will manage the day-to-day operational activities of a team of client facing, service-focused exempt professional who are responsible for the following:

• Investigating/resolving escalated customer/client service concerns.

• Supporting Human Resources Leads and Client Decision Makers

• Conducting service issue analysis for Call/Claim issues and communicating outcome and next steps with the client and/or customer.

• Handling transactional and administrative tasks including customer/provider outreach calls.

• Pulling claim reports and analyzing data and trends; navigating multiple Cigna systems including client self -service portals, claim systems and tracking systems.

• Processing routine requests including ID card requests, certificate of credible coverage, pharmacy overrides, etc.

• Compiling monthly service reporting based on client needs/requests.

• Assisting with training, preparation of the team for benefit information sessions with local employees, aiding and supporting wellness, and healthy life and enrollment activities as required by the client or market.

• Delivering value and providing the best service experience to customers and clients utilizing Cigna's programs, tools and capabilities to promote advocacy, education, navigation and steerage.

• Other responsibilities will be at the discretion of the client.

Responsibilities:

• Lead a team of Dedicated Client Service Partners utilizing tools and behaviors to monitor KPIs, throughout and make daily adjustments to maximize productivity.

• Response for full-lifecycle recruiting  for DCSP employees as well as onboarding, training and development of team members and independent contractors requested by our respective clients. 

• Partner with Sales/Account Management and Clients/Consultants to set expectations about the roles and responsibilities of the dedicated positions and will secure a fully executed Business Associate Agreement and/or ASO Amendment for the dedicated role. 

• Responsible to engage all necessary internal and external partners to assess client needs for the onsite roles to ensure compliance with Cigna's HR guidelines as well as client expectations. 

• Interact with members of Sales/Account Management, Service Operations Leadership, Clinical Operations, One Guide Teams, Underwriting, Legal, IT, Finance, Employee Relations/HR, Client Service Leadership, etc. to deliver value for our clients and their employee population.

• Partner closely with the CSE Directors and Sales for their respective accounts.  This includes ensuring they are informed of escalated client issues and have the information they need to actively engage with the client and sales on resolution of issues. 

• Work directly with Sales, Clinical teams and One Guide Team to ensure client and customer expectations are achieved and business rules are maintained.

• Engage matrix partners 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 oversight of client relationship and participate in ad hoc client meetings to discuss service and/or client strategy.  Participate in monthly/quarterly meetings with client as requested.

• Mentor and guide DCSP staff through the creation and presentation of account level reporting to demonstrate the value / ROI of the DCSP role.

• Ensures work quality with their teams and leads continuous improvement and collaborates to drive continuous quality improvement results.

• Ensures continued team development and takes charge of their own continued self-learning.

• Provides backup support to other Managers as needed.

• Makes recommendations to improve the DCSP role regarding the client and customer experience strategy. 

• Volunteers and participate