Director, Client Service and Operations - Remote - Cigna Healthcare (Finance)

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.

Position Summary

The Client Service & Operations (CS&O) organization within the Technology and Operations function is pivotal to driving and impacting the Client Experience across several business segments.

The Director, Client Service and Operations will provide strategic oversight and operational management regarding all client service activities for the O3000 (Over 3000K) segment. Segment support includes legacy O3000business and Specialty Segments i.e. BenX, Taft Hartley and Shared Administration.

Primary Functions:

• Owns client experience across end-to-end service for all O3000 and Specialty Segments
• Provides primary direction and leadership for the O3000 Client Account Support function across all National and Specialty segments
• Lead and provide oversight to 4 CS&O leadership teams
  
  • 2 Client Service Senior Managers overseeing Legacy National business segments and leading aligned National Client Service Executives
  • 1 Client Service Senior Manager overseeing a hybrid O3000/U3000 (Under 3000) business segment which includes oversight of Hospital Vertical and G&E market segments with leadership of aligned O3000 Client Service Executives
  • 1 Client Service Senior Manager overseeing blended business segment including Taft-Hartley/Shared Administration and BenX with leadership of aligned Client Service Executives and Shared Admin Senior Advisor roles

• Monitors overall health of clients (account metrics and performance guarantees) to minimize financial impacts, drive persistency, and improve client satisfaction.
• Leads overall operational health of Client Service to ensure budget neutrality and performance persistency while improving client satisfaction.
• Manages escalated client service relationships, developing case-level service strategies and owning service delivery and recovery.
• Partners closely with cross functional leaders and stakeholders within segment. This includes ensuring they are informed of segment trends, enterprise issues, and escalated client concerns and have all necessary information to actively engage with the client and sales on resolution of issues.
• Escalate issues, trends, or other barriers to Senior Leadership Teams across the enterprise
• Collaborate with Directors of Client Onboarding and Implementation teams 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.
• Responsible for building and fostering relationships with matrix partners while driving toward issue resolution.
• This position will be responsible for the ongoing development of staff including providing feedback, coaching and ongoing development.
• Facilitate engagement between subject matter experts within Cigna to execute overall service strategy for regional markets.

Key Qualifications

• 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, preferably with a focus on driving customer satisfaction and performance in a production environment required.
• 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 required.
• Extensive understanding of all healthcare products, benefit design, services and processes in a service center environment from the customer, claim, and strategic perspectives highly preferred.
• Facets or Proclaim experience highly preferred.
• Able to effectively leverage business and organizational knowledge within and across functions.
• Demonstrated proficiency to research, trouble shoot, and problem solve issues across organizations without sacrificing quality of service.
• Exceptional communication skill (oral and written) and facilitation skills.
• Demonstrates advanced presentation skills and can deliver and ensure understanding of information regarding any claim or customer or trend topics across varied audiences including customers, service center leaders and staff.
• Proven track record of exemplary relationship building and management skills within and across organizations.
• Able to coach direct reports to improved levels of performance.
• Experience in expense management with ability to understand service center-level and customer impacts.
• Ability to accommodate up to 50% travel within the US.

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 141,500 - 235,900 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 and long term incentive 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 The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we're dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.