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Client Account Support Advisor

3 months ago

Bloomington, United States The Cigna Group Full time

Please note: This hybrid role will require the incumbent candidate to come into a local Cigna office 3 full days per week. The incumbent candidate can be based out of the Bloomfield, CT, Bloomington, MN or Scottsdale, AZ office.

POSITION SUMMARY

The Client Account Support Advisor will own a book of business managing the implementation process for clients in the National Account segment on the Client Operations Team and will have the following responsibilities:

  • Owns the client experience across the end-to-end on-boarding process for new and renewing clients.
  • May partner with the Sales Executive during the Request for Proposal (RFP) process to fully understand the client intent with respect to benefit plans and administrative capabilities. Responsible for conveying do-ability, benefit design impacts to client.
  • May create and provide implementation calendar for finalist meeting and attend and present to client at finalist meeting representing the implementation process and expectations.
  • Create and maintain Administrative Summary and Structure documents.
  • Present implementation plans to clients, brokers and Sales partners. Work with Sales and client to obtain critical information necessary for account set-up.
  • Lead implementation meetings with client (may be in-person meetings) and develop and present implementation calendar to client including matrix partner deliverables. Responsible for coordinating and delivering implementation documents to client and obtaining client sign-off.
  • Ensure technical experts are introduced to client as appropriate and partner with internal matrix partners to ensure timely and accurate implementations. Lead multiple, ongoing implementation meetings with client and matrix partners (as needed) to review progress and risks and own coordination of issue resolution.
  • Partner with Sales to oversee non-standard benefit submissions to PBAB to ensure all interrelated benefits coordinate to meet client expectations.
  • Partner with Implementation Specialist to assess the feasibility of requested plan designs and understand and execute on client's plan interpretation and Cigna's service administration capabilities.
  • Coordinates an internal matrix team of subject matter experts within Cigna to execute overall implementation for client and manages issues through and owns resolution. This includes coordinating with downstream areas for benefit build, structure build, work order build, eligibility, ID cards and reservations, billing, banking and scheduling calls as needed to facilitate implementation of account for these functional areas.
  • Communicate ongoing implementation status to client, internal and external partners. Surface, negotiate and resolve all issues relative to implementation, process, plan design and timing of deliverables. Communicate outcome and next steps with Sales, Client Service Executive and other matrix partners as needed.

QUALIFICATIONS

  • Bachelor's degree in business administration, business communication, marketing, or other appropriate professional degree or equivalent work experience.
  • Three to five plus years work experience in project management/account management/account services/sales, or other areas requiring significant client interaction and ability to effectively problem-solve issues to resolution.
  • Ability to establish matrix partner relationships and follow through on expectations.
  • Demonstrated strength and ability to interface with and influence key decision makers/clients through use of negotiation skills, dealing with ambiguity and conflict management.
  • Demonstrated strength and understanding of customer expectations and "sense of urgency" resulting in the ability to influence the organization to meet and exceed customer expectations.
  • Strong analytical ability, with ability to design, track, and work toward specific measurable performance targets for self and team.
  • Ability to manage multiple and divergent priorities and deadlines, work independently and pro-actively, negotiate and manage expectations for mutually acceptable solutions and creatively problem-solve effective customer solutions.
  • Proficiency with multiple software and system-based applications, including database and spreadsheets (Word, Excel, PowerPoint, tracking systems).
  • Strong verbal/written communication and organizational skills to effectively communicate and interact with all levels and functions within the organization.
  • Excellent presentation skills. Previous/proven success and three to five years 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.
  • Demonstrated interpersonal skills.
  • Some travel may be necessary to attend client meetings.