Client Service Executive - Cigna Global Health Benefits

Summary

Cigna Healthcare is a health services company that guides customers through the health care system and supports improved health outcomes. The Client Service Executive will own and support a book of business for the Cigna Global Health Benefits National Account Segment, managing client relationships, service delivery, escalations, and internal coordination. The role also analyzes client data, monitors performance, and presents service results to clients and account teams.

Responsibilities

• Partner with Sales to build and sustain client relationships to enhance Cigna's reputation in the Global Market
• Own the end to end service delivery, resolving the needs of the client and customer in a timely and cost effective manner
• Develop case-level service strategy and effective service solutions related to overall plan administration; use a creative, thoughtful approach to customize service delivery for client/consultant needs and attributes
• Prioritize tasks and deliverables ensuring solutions are achieved timely and with high quality outcomes
• Responsible for engaging internal matrix partners on escalated service issues including but not limited to billing, banking, eligibility, customer service, plan set-up and claim payment
• Perform root cause analysis and drive for first contact resolution
• Attend client meetings as needed to provide insights to complex client and customer issues
• Facilitate engagement between subject matter experts within Cigna to execute overall service strategy for client
• Manage issue through end to end resolution
• Partner with the Sales team (Account Manager or National Account Executive), Underwriting and Operations in the development of client specific service strategies and in the pursuit of growth opportunities, and retail strategies
• Provide routine updates to Sales account management team related to at-risk service issues
• Monitor overall health of the client (i.e. account metrics, performance guarantees) to minimize financial impacts, drive persistency and improve client satisfaction
• Own proactive routine service touch-points with client regarding service scorecard/dashboard results
• Provide Service Operations and CGHB standard service reports to the account team and client
• Analyzes data/trends and responsible for presenting results to the client

Skills

• Four plus years work experience in account management/account services/sales, or other areas requiring significant customer interaction and ability to effectively problem-solve issues to resolution
• Demonstrated strength and ability to interface with and influence key decision makers/clients through use of negotiation skills, dealing with ambiguity and conflict management
• Strong analytical ability, with ability to design, track and work toward specific measurable performance targets for self and team
• Experience with presentation skills; previous success and experience delivering customer/producer communications
• Demonstrated success in negotiations and ability to influence internal/external constituencies
• Demonstrated leadership and motivational skills in fast-paced environment
• Bachelor's degree preferred in business administration, business communication, marketing or other appropriate professional degree
• Equivalent work experience
• Demonstrated efficiency with Salesforce Service Center and Diamond preferred

Qualifications

Must Haves

• Four plus years work experience in account management/account services/sales, or other areas requiring significant customer interaction and ability to effectively problem-solve issues to resolution
• Demonstrated strength and ability to interface with and influence key decision makers/clients through use of negotiation skills, dealing with ambiguity and conflict management
• Strong analytical ability, with ability to design, track and work toward specific measurable performance targets for self and team
• Experience with presentation skills; previous success and experience delivering customer/producer communications
• Demonstrated success in negotiations and ability to influence internal/external constituencies
• Demonstrated leadership and motivational skills in fast-paced environment

Nice to Haves

• Bachelor's degree preferred in business administration, business communication, marketing or other appropriate professional degree
• equivalent work experience
• Demonstrated efficiency with Salesforce Service Center and Diamond preferred

Benefits

• Remote work arrangement
• This role is also anticipated to be eligible to participate in an annual bonus plan.
• Starting on day one of your employment, you’ll be offered medical, vision, dental, and well-being and behavioral health programs.
• 401(k)
• Company paid life insurance
• Tuition reimbursement
• A minimum of 18 days of paid time off per year
• Paid holidays
• Leaves of absence