Customer Service Liaison

3 weeks ago

St Louis, Missouri, United States Cigna Full time

This role involves serving as a liaison between the client and our team, ensuring seamless communication and issue resolution. The ideal candidate will possess excellent phone presentation, verbal, and written communication skills, with the ability to handle challenging customers in a professional manner.

Key Responsibilities:
  • Day-to-day contact with clients for issue resolution, handling inbound client requests and escalating issues as necessary.
  • Outbound contacts to members to resolve access to care concerns or benefit questions.
  • Monitoring daily phone & email volumes to ensure workflows are handled quickly & appropriately.
  • Serving as a point of escalation for critical project issues requiring a high degree of expertise and/or discretion to ensure timely resolution.
  • Making independent judgments to respond to complex or critical customer issues.
  • Identifying common issues, constraints, and risks across various operational work streams.
  • Working collaboratively with other departments to research and resolve issues.
  • Serving as a subject matter expert for internal process/procedure inquiries.
  • Engaging all necessary ESI areas working cross-functionally to ensure projects are effectively implemented to meet business needs and minimize operational risk & disruption.
  • Conducting presentations, when necessary, on benefit, project status, and current issues.
  • Acting as a single point of contact for facilitating resolution to cross-functional operational issues for a given operational work stream.
Requirements:
  • Bachelor's degree or 3-5 years of equivalent member experience/account management experience.
  • 3 years (or more) experience in a customer service setting.
  • PBM Knowledge preferable.
  • Excellent phone presentation, verbal, and written communication skills.
  • Demonstrates ability to handle challenging customers in a professional manner.
  • Ability to adapt in a dynamic work environment, learn quickly, solve problems, and make decisions with minimal supervision.
  • Microsoft office tools knowledgeable.
  • Ability to travel up to 10%.

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care, and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention, and treatment of illness and disease more accessible to millions of people. 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.

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