Dedicated Client Service Partner - Denver, CO - Onsite

Dedicated Client Service Partner - Denver, CO - Onsite - Cigna Healthcare

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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 will apply relationship management skills to develop a partnership with a key client as a Dedicated Client Service Partner. You will bring key insights and program delivery opportunities to the Account Management Team.
• This position requires client site attendance at Frontier Airlines in Denver, Colorado up to 5 days per week.

Responsibilities

• Interact with internal/external customers and business partners in a professional manner (verbal and written interactions).
• Own any customer issue brought to the table for resolution by the 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 identified trends or client interactions that should be escalated or communicated.
• Provide education and guidance about programs and resources available as part of the client’s benefit plans, including , wellness and discount programs, health savings account and pharmacy.
• Deliver lunch and learn sessions on Cigna's programs and services 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 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 One Guide team to delegate issues appropriately and to report status back to the employee and/or HR in a timely, clear, and accurate manner.

Qualifications

• High School Diploma or GED required; advanced degree helpful.
• 3+ years of experience in customer service, health engagement, claims or related areas with significant customer interaction preferred.
• Previous account management and/or onsite service support experience preferred.
• Client facing experience preferred.
• Ability to interface with and influence key decision makers/clients using negotiation, ambiguity handling, and conflict management.
• Strong understanding of customer expectations and sense of urgency to influence the organization to meet and exceed expectations.
• Strong analytical ability to design, track, and pursue measurable performance targets for self and team.
• Ability to manage multiple priorities and deadlines, work independently, negotiate and manage expectations, and creatively solve customer solutions.
• 2+ years of experience delivering customer/producer communications.
• Ability to quickly understand customer needs and expectations; adapt communication to client level updates.
• Willingness to work a flexible schedule to accommodate business and travel requirements.

If you will be working at home occasionally or permanently, the internet connection must be through a cable broadband or fiber optic provider with speeds of at least 10

Mbps download/5

Mbps upload.

For this position, we anticipate offering an annual salary of 55,300 - 92,100 USD per year, depending on experience and geographic location. This role is…