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Delivery Optimization Lead Analyst

3 months ago

Tempe, Arizona, United States The Cigna Group Full time

POSITION SUMMARY

The Delivery Optimization team oversees the safe delivery of over 90 million prescription packages annually. Our team creates and implements strategies around the shipping network to continually improve the experience of our patients and physicians while implementing expense reduction projects for the organization. We work cross functionally with all Evernorth pharmacies to create efficiencies and leverage best practices. The Delivery Optimization team manages the relationships with the leading carriers across the country and actively participates in the postage and shipping industry as one of the leaders in healthcare.

This position will support all the efforts of the Delivery Optimization team by pulling and analyzing data, triaging patient and client delivery situations, and coordinating with operations & carriers for all of the following: projects, holidays, special events, and weather/carrier issues. This role is a jack of all trades and is key to work that keeps the doors open and lights on. This position will best be filled by an individual who not only enjoys but thrives in a dynamic and fast paced environment. The ideal candidate is ever on the lookout for how to work smarter and more efficiently.

Primary Responsibilities

  • This role will be tactically engaged with the day-to-day operations of the shipping network. Working closely under the direction of senior level team members.
  • This role will be an active participant for various initiatives for the Delivery Optimization team including, but not limited to:
    • Providing information to operations partners
    • Supporting new and existing carrier processes
    • Learning internal processes to support the shipping network across Evernorth
    • Supporting postage sort code changes throughout the year to optimize cost and service metrics associated with the delivery of medication to our patients
    • Assisting in patient triage and proactive outreach when there is an issue with delivery
  • Candidate should be open to learning new processes, willing to engage and collaborate with cross-functional partners, and be comfortable thinking strategically about how we can better serve our patients through optimizing the transit experience
  • Analysis of carrier data supporting projects or process improvements
  • Triage pain points relating but not limited to pt experience or carrier disruption
  • Coordinating with operations partners in the pharmacies to reduce their pain points
  • Creates and maintains weather/carrier disruption plans
  • Proactively identify new opportunities and risks for carriers and drives resolution
  • Exercises good judgment and discretion to support the delivery experience
  • Responsible for capturing, documenting, and sharing market intelligence; use market intelligence to develop and drive strategic improvements
  • Collect, analyze, interpret, translate and distribute carrier informatics, reports, dashboards
  • Track and monitor performance guarantees for carriers
  • Review provider reports/dashboard with individual carriers
  • Proactively educate carriers on Cigna's business objectives, standard operating procedures, policies and programs to influence behavior and how to work with Cigna
  • Serve as a carrier advocate both internally and externally
  • Understands and applies service culture principles and methodology
  • Serves in a consultative role or subject matter expert to key matrix partners
  • Develops and participates in presentations to existing and prospective providers and/or clients
  • Communication tasks include, but not limited to, informational Powerpoint decks, internal/external emails to partners, training documentation and SOPs
  • Manage meetings, including agenda development, facilitating appropriate meeting participation and follow up activities
  • Liaison with carriers to implement new solutions/technology, solve problems or improve processes
  • Support projects that improve our delivery efficiency, reduce cost or reduce returns (inventory waste)
  • Identifying best practices, creating repeatable processes and drafting procedures as needed

Key Qualifications

  • High school diploma or GED; Bachelor's degree preferred
  • 3-5+ years of experience in analytics background, pharmacy, or logistics preferred
  • Demonstrated excellent oral, written, interpersonal, analytical, and negotiation skills.
  • Ability to work in a matrix environment.
  • Advanced skills in Microsoft Office tools (Excel, Access, Word and PPT)
  • Some working knowledge of SQL query to extract data from database to perform analysis using Excel, R or other statistical software, including but not limited to description statistics, such as means, medians, and standard deviation or inferential statistics such as linear modeling, maximum likelihood explanation, etc.
  • Highly skilled in analytical abilities, retrieving data and providing insights to leadership to aid in decision making.
  • Intermediate to advanced problem solving and critical thinking skills – can take an ambiguous problem statement and translate to data and analytics with the ability to present technical findings to non-technical audience.