Dedicated Client Service Partner - Spanish Bi - lingual - El Paso, Texas - Onsite - Cigna Healthcare

Implementation And Service, Proclaim, Choice Fund, Pms, Dental

Excited to grow your career?

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think this position is right for you, we encourage you to apply!

Our people make all the difference in our success.

How You'll Make A Difference:

As the Dedicated Client Service Partner, you will be an extension of the Cigna Account Management team. You have a critical role in applying your relationship management skills to develop a partnership with a key client as a Dedicated Client Service Partner. In this position, you will bring key insights and program delivery opportunities to the Account Management Team.

This position requires client site attendance in El Paso, Texas up to 5 days per week.

Responsibilities:

• Interact with internal/external customers and business partners in a professional manner (includes verbal and written interactions).
• Own any customer issue that is brought to the table for resolution by client. Manage resolutions in a timely manner and provide status to all appropriate parties when resolved, including a summary of root cause, countermeasures and next steps.
• Keep the account team updated on any identified trends or client interaction that should be escalated or communicated.
• Provide education and guidance about programs and resources available as part of the Client's benefit plans, including mycigna.com, wellness and discount programs, health savings account and pharmacy.
• Deliver lunch and learn sessions on Cigna's programs and services offered and/or meet with Employee Services team periodically to train and answer questions related to trending issues and/or provide updates to the team on Cigna processes/products.
• Assist in arranging case manager (or other appropriate Cigna resource) for customers with complicated medical conditions or technical/non-clinical needs.
• Research, analyze, and track customer call/claim inquiries from employees. Communicate outcome and next steps directly to employees with cc to employee's HR when appropriate.
• Handle transactional tasks (customer/provider outreach calls, create out-of-pocket ledgers, etc).
• Pull claim reports and analyze data and trends.
• Navigate multiple Cigna systems including client self-service portals, claim systems, and tracking systems.
• Compile monthly service reporting based on client needs/requests.
• Establish and maintain deep connections with the OneGuide team in order to delegate issues appropriately, but also to maintain a feedback loop to report status back to the employee and or HR in a timely, clear and accurate manner.

Qualifications:

• Spanish Bi-Lingual Required
• High School Diploma or GED required, advanced degree helpful.
• 3+ years proficient knowledge in health care, managed care business and knowledge of administrative operations highly preferred.
• Professional Insurance Industry experience is required.
• Successful track record and/or possesses clear aptitude as a leader.
• 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 background preferred in navigating various matrix partners to triage inbound issues from the customer (ie – Dental, DME, Eligibility, Appeals, HSAB, Incentives).
• 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 solve effective customer solutions.
• Previous/proven success and 2+ years of experience delivering customer/producer communications.
• Ability to quickly understand the customer's needs and expectations.
• Ability to pivot seamlessly from customer interaction to client level updates and communication/coordination.

About The Cigna Group:

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we're dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.