Client Account Support Lead Analyst - Hybrid - Irvine/Glendale, CA - Cigna Healthcare

Please note: This hybrid role will require the incumbent candidate to come into the local Cigna office 3 days per week.

The incumbent candidate must be based out of the following office:

Irvine, CA or Glendale, CA.

Responsibilities:

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.

Job 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.