Client Account Lead Analyst - Hybrid

Role Summary

The Sales Client Account Lead Analyst role is a key member of the Client and Growth Services organization, providing advanced professional input to complex Client Services geographically assigned local market book of business and projects for a designated region, while working collaboratively across the segment and matrix lines.   This role manages a complex book of business and is accountable to proactively manage, respond and address complex inquiries through strategic service plans to facilitate results attainment for the client experience and net promoter score (NPS), persistency and overall customer growth.  The Account Lead Analyst is also responsible to support and provide direction to more junior professionals utilizing in-depth professional knowledge and acumen to develop processes and procedures and monitor trends within Client Account Services.

The ideal candidate will have demonstrated experience and ability to manage a complex book engaging proactively with the client/broker, solving unique service issues and inquiries, ensure potential problems are averted, work autonomously and collaboratively, only requiring “expert” level technical support from others and both inform as well as effectively communicate internally and externally.

Please note: This hybrid role will require the incumbent candidate to come into a local Cigna office 2-3 days per week. The incumbent candidate can be based out of the following offices:

IRVINE, CA or GLENDALE, CA

Responsibilities:

• Manage a complex book of business, provide direction and support to junior professionals and monitor trends while developing and executing service delivery plans.
• Engage externally with clients and brokers to educate and inform on service capabilities, products and market level strategies. Provide the day-to-day service and build long-term relationships with clients and brokers.
• Attend geographically assigned local market client/broker meetings.
• Accountable to keep account team and service leadership team well informed of account status and potential opportunities for expanded business.
• Develop and execute service improvement and recovery plans including proactive actions, collaborate with matrix partners, account teams to ensure we meet/exceed client expectations for assigned book.  Perform root cause analysis and use data and insights to mitigate reoccurrence of issues. 
• Accountable to exercise judgment in the evaluation, selection and adaptation of both standard and complex service techniques and procedures. 
• Coordinate the development and delivery of monthly, quarterly and annual reporting of book of business to ensure attainment of segment level results and service improvement plans.
• Serve as primary subject matter expert and in support of team training:  enhance, maintain and facilitate the standard operating procedures related to service delivery.
• Utilize problem- solving skills to identify root cause and provide support for region across the segment and leadership on all issues and initiatives.  Lead and/or participate in projects.
• Collaborate and Partner with Tech Coaches, Trainers, Auditors & Compliance, leadership to ensure awareness of issues, elements/changes are infused in day-to-day processes and best practices are adopted.  Facilitate and leads discussions.
• Influence service partners to drive consistency and best practices with the local market and across markets and segments.
• Demonstrate the ability to be proactive, anticipate needs with strong organizational and communication skills.

Qualifications:

• Bachelor/Associate’s degree in a related field preferred or at least 5-7 years of related experience.
• Previous extensive Sales Operations Services, procedures, compliance experience strongly preferred.
• Previous experience working on a service support team, project team or as a business resource support for projects and initiatives preferred .
• Exceptional knowledge and Technical understanding of insurance industry, broker experience, HMO, PPO, POS, funding, Compliance, contract and underwriting/rating knowledge and systems experience specifically using Excel and SFDC.
• Prior experience working with matrix partners, coaching others and with external customers is preferred.
• Strong communications and interpersonal skills (written, oral and professional presence).
• Ability to attend client/broker events locally with potential to travel.

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

For this position, we anticipate offering an annual salary of 64,700 - 107,800 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group.

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving 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.

If you require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has 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.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.