Mid-Market Client Relations Specialist

2 months ago

Chicago, Illinois, United States The Cigna Group Full time

POSITION OVERVIEW

The Client Relations Specialist (CRS) is integral to ensuring client satisfaction and providing support to the US Employer Sales Team. Primary responsibilities encompass engaging in new business case evaluations and implementation discussions, collaborating with cross-functional teams to oversee the client portfolio, delivering regular communications, and maintaining updated client data and benefit intentions. Furthermore, the CRS coordinates with external vendors, completes product incentive documentation, and partners closely with the Sales Team to fulfill client requirements and proactively mitigate potential challenges. The CRS role thrives on in-person collaboration with colleagues and the Sales Team, with an expectation to be present in their local Cigna office on designated days each week.

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

Connect

  • Network Building: Skillfully establishing formal and informal relationship networks both within and outside the organization.
  • Complexity Management: Navigating complex, high-volume, and occasionally contradictory information to effectively resolve issues.

Motivate

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

Grow

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

Achieve

  • Accountability Assurance: Holding oneself and others responsible for fulfilling commitments.
  • Proactive Action: Embracing new opportunities and tackling challenges with urgency, high energy, and enthusiasm.

KEY RESPONSIBILITIES

  • Collaborate with Sales, Service Operations, and other relevant partners to manage the client portfolio, resolve issues, and identify areas for process enhancement.
  • Deliver routine communications on behalf of Sales, including eKits and product materials, to clients and internal teams.
  • Receive requests and submit necessary forms to the appropriate partners.
  • Update Salesforce records (e.g., contacts, MLS status, PG activity, benefit summaries) for sold and renewing accounts.
  • 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 evaluations and implementation discussions.
  • Work with Sales to address client needs and proactively tackle potential issues.
  • Keep Sales informed about account status and participate in role-related workgroups, special projects, and best practice sharing initiatives.
  • Oversee the creation of Business Notification Case Alerts and facilitate handoff to Client Implementation.
  • Manage Product Benefit & Advisory Board activities during renewals.
  • Provide support to other Client Relations Specialists as capacity allows.
  • Other responsibilities as dictated by business needs.

POSITION REQUIREMENTS

  • Bachelor's degree is highly preferred.
  • Minimum of 3 years of experience in healthcare or managed care, encompassing product knowledge, sales practices, account management, and 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 partners.
  • Experience with Salesforce and KnowledgeXchange is preferred.
  • Proficient in Word, Excel, PowerPoint, SharePoint, and Outlook.
  • Ability to make informed decisions.
  • Strong verbal and written communication skills.
  • Solid presentation capabilities.
  • Ability to simplify complex topics and information.
  • Exhibits empathy and compassion.
  • Demonstrated planning and organizational skills; ability to plan for both short and long-term objectives; capable of managing multiple issues simultaneously and prioritizing tasks effectively.
  • Proven ability to cultivate strong working relationships with both external clients/brokers and internal partners; adept at leveraging organizational resources to achieve deliverables.

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