The Cigna Group

Director, Client Service and Operations

The Cigna Group

full-time

Posted on:

Origin:  • 🇺🇸 United States • Arizona, Colorado

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Salary

💰 $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