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Mid-Market Client Relations Specialist

2 months ago

Forest Park, Georgia, United States The Cigna Group Full time

POSITION OVERVIEW
The Client Relations Specialist (CRS) is essential in ensuring client satisfaction and supporting the US Employer Sales Team.

Key duties encompass engaging in new business case exploration and implementation discussions, collaborating with cross-functional teams to oversee the client portfolio, delivering regular communications, and updating client records and benefit intentions.

Moreover, the CRS coordinates with external vendors, completes product incentive documentation, and partners closely with the Sales Team to fulfill client requirements and proactively resolve potential challenges.

This role thrives on in-person collaboration with colleagues and the Sales Team, with expectations to be present in the local Cigna office on designated days each week.


Cigna Core Competencies:
Cigna's core competencies define the behaviors necessary for success across all organizational levels.

Align

Network Development:
Effectively establishing formal and informal relationship networks both within and outside the organization.

Complexity Management:
Navigating complex, high-volume, and sometimes contradictory information to solve problems effectively.

Inspire

Trust Building:
Earning the confidence and trust of others through honesty, integrity, and authenticity.

Develop

Adaptive Learning:
Engaging in active learning through experimentation when addressing new challenges, utilizing both successes and failures as learning opportunities.

Deliver

Accountability Assurance:
Holding oneself and others accountable for meeting commitments.

Proactive Approach:
Embracing new opportunities and challenges with urgency, high energy, and enthusiasm.

RESPONSIBILITIES


Collaborate with Sales, Service Operations, and other relevant partners to manage the client portfolio, address concerns, and identify areas for process enhancement.

Provide regular communications on behalf of Sales, including eKits and product materials, to clients and internal teams.

Intake requests and submit documentation to the appropriate partners (OS, reporting, BOR/BAFb, OLAM).

Update Salesforce records (e.g., contacts, MLS status, PG activity, benefit summaries) for sold and renewing cases.

Complete product incentive documentation to ensure accurate and timely processing.

Coordinate and oversee the setup of external vendors.

Actively engage in new and ongoing business exploration and implementation discussions.

Serve as a liaison with Sales to meet client needs and proactively address potential issues.

Keep Sales informed of account status and participate in role-related workgroups, special projects, and best practice sharing initiatives.

Own the creation of BNCA (Business Notification Case Alert) and transition to Client Implementation.

Manage PBAB (Product Benefit & Advisory Board) during renewals.

Provide load balancing support to other CRS if capacity allows.

Other duties as business needs dictate.

POSITION REQUIREMENTS
A Bachelor's degree is highly preferred.


Proficient knowledge (minimum 3+ years in healthcare/managed care industry; encompassing many or all of the following: product knowledge, sales practices, account management, and understanding of administrative operations).

Familiarity with Cigna funding options, benefits structure, and platforms is preferred.

Ability to navigate systems and influence both external clients/brokers and internal matrix partners.

Experience with Salesforce & KnowledgeXchange is preferred.

Strong skills in Word, Excel, PowerPoint, SharePoint, and Outlook.

Ability to make informed decisions.

Excellent verbal and written communication skills.

Solid presentation capabilities.

Ability to simplify complex topics and information.

Exhibits empathy and compassion.


Demonstrated planning and organizational skills; capable of planning for both the long and short term; adept at managing multiple issues simultaneously and prioritizing tasks.


Proven ability to cultivate strong working relationships with both external clients/brokers and internal partners; capable of leveraging matrix resources to drive deliverables.


If working from home occasionally or permanently, a reliable internet connection must be secured through a cable broadband or fiber optic service provider with speeds of at least 10Mbps download/5Mbps upload.

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, advocates for better health throughout every stage of life.

We guide our customers through the healthcare system, empowering them with the information and insights necessary to make informed choices for enhancing their health and vitality.

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.


The Cigna Group maintains 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.