Senior Vice President, Client Services
Visante
Director, Client Service and Operations
The Cigna Group
full-time
Posted on:
Location: Arizona, Colorado • 🇺🇸 United States
Visit company websiteSalary
💰 $141,500 - $235,900 per year
Job Level
Lead
Tech Stack
PMP
About the role
- Provide strategic oversight and operational management for all client service activities for the O3000 segment and Specialty Segments
- Own client experience across end-to-end service for all O3000 and Specialty Segments
- Provide primary direction and leadership for the O3000 Client Account Support function across National and Specialty segments
- Lead and provide oversight to 4 CS&O leadership teams and multiple Client Service Senior Managers
- Monitor overall health of clients (account metrics and performance guarantees) to minimize financial impacts and improve client satisfaction
- Lead operational health of Client Service to ensure budget neutrality and performance persistency
- Manage escalated client service relationships and develop case-level service strategies
- Partner with cross functional leaders and stakeholders; escalate issues to Senior Leadership Teams
- Collaborate with Directors of Client Onboarding and Implementation on escalated issues
- Utilize reporting and analysis to understand root causes and prevent repeat issues
- Build and foster relationships with matrix partners and drive issue resolution
- Develop staff via feedback, coaching and ongoing development
- Facilitate engagement between subject matter experts within Cigna to execute service strategy for regional markets
Requirements
- High School Diploma or GED required
- Bachelor’s degree in a relevant field; PMP certification preferred
- 8+ years’ experience in a healthcare leadership position within Client, Claim or Member Services
- 3+ years of demonstrated experience and success at account level management using process improvement techniques (i.e., Six Sigma, TQM)
- 3+ years of direct management within a customer/client service environment with robust performance and quality metrics
- Extensive understanding of all healthcare products, benefit design, services and processes in a service center environment highly preferred
- Facets or Proclaim experience highly preferred
- Demonstrated proficiency to research, trouble shoot, and problem solve issues across organizations
- Exceptional communication skill (oral and written) and facilitation skills
- Demonstrates advanced presentation skills
- Proven track record of exemplary relationship building and management skills
- Able to coach direct reports to improved levels of performance
- Experience in expense management
- Ability to accommodate up to 50% travel within the US
- Internet connection via cable broadband or fiber with speeds of at least 10Mbps download/5Mbps upload
