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Director of Client Service Executives (Multiple Locations)

Company Name:
Cigna
People want to be treated like individuals. At Cigna, we get that. That's why we embrace and encourage peoples' uniqueness, helping to give them the strength and confidence to show the world who they really are. The coverage, expertise and services we provide are at the very core of how we help people achieve their full potential - and ultimately, improve their health, well-being and sense of security.
But before we can accomplish any of that, we have to have the right people in place. People like you.
Skills, experience, talent and creativity like yours enables us to develop the meaningful, innovative solutions our customers value and expect. That's why we're committed to recruiting, motivating and nurturing the best and the brightest, whether you have industry experience or not. We're growing a workforce as unique and diverse as the millions of customers we proudly serve around the world - one individual at a time.
Cigna strongly embraces the scientific evidence that the use of tobacco products is harmful to the health of the user, the user's family, and the general public. Cigna''s mission is to improve the health, well-being and security of the people we serve, which starts with our employees. Starting with job offers dated January 1, 2014, Cigna will no longer hire - where state law permits -- applicants who use tobacco products, including cigarettes, cigars and chewing or smokeless tobacco. Currently, these states are: AL, AK, AZ, AR, DE, FL, GA, HI, IA, ID, KS, MD, MA, MI, NE, OH, PA, TX, UT, VT and WA.
If you're passionate about making a difference one individual at a time, and would like to join the Cigna team, you'll be screened for nicotine as part of the pre-employment drug screen in states that allow the screening. If you test positive for nicotine, although we won't be able to offer you employment, we encourage you to check with your medical provider to explore your options and resources for quitting. Once you're tobacco-free, you may re-apply for jobs with Cigna in six months.
Cigna offers a Healthy Life Incentive for Cigna Medical Plan participants who live tobacco free. As a result, non-tobacco users pay a reduced premium for their Medical Plan coverage.
Manages the day-to-day oversight and operational activities of a team of Client Service Executives and Client Service Partners. This includes leading a team of service focused individuals who are responsible for the following: 1) Ongoing client service relationship, developing case-level service strategies and owning service delivery and recovery; 2) Partnering with Sales Executive to understand client intent with respect to benefit plans and administrative capabilities and conveying do-ability to client; 3) Owns client experience across end-to-end service; 4) Facilitate engagement between subject matter experts within Cigna to execute overall service strategy for client; 5) Monitors overall health of the client (account metrics and performance guarantees) to minimize financial impacts, drive persistency, and improve client satisfaction.
Responsibilities:
Manage a team of Client Service Executives/Client Service Partners utilizing tools and behaviors to monitor throughput and make daily adjustments to maximize productivity.
Lead daily meetings with team to manage daily workload, make assignments, provide direction, conduct proactive workload balancing and remove barriers to ensure team meets deliverables and commitments.
The Director of Client Service Executives will partner closely with the Service Relationship Director and Director of Implementation for their market. This includes ensuring they are informed of escalated client issues and have the information they need in order to actively engage with the client and sales on resolution of issues. This position will escalate issues, trends, or other barriers where engagement from the Service Relationship Director and/or Director of Implementation is needed.
This position will also partner closely with the Service Relationship Director for their market to positively influence client and customer results, ensure market level specifics are managed tightly within the team and all team members are supporting goals of the market to positively influence the client experience.
Work with team and partner with Managers of Customer Architecture teams on escalated issues and issue resolution. Utilize reporting and analysis to understand root cause to prevent repeat occurrences of issues at local and global level.
Provide Vice President with status of team deliverables, client escalations and process opportunities.
Responsible for building and fostering relationships with matrix partners while driving toward issue resolution.
This position will be responsible for the ongoing development of staff including providing feedback, coaching and ongoing development. Additionally, this position is responsible for building and fostering relationships with matrix partners while driving toward issue resolution.
Qualifications:
Bachelors degree or equivalent work experience
8+ years experience in a healthcare leadership position with Client, Claim or Member Services, preferably with a focus on driving customer satisfaction and performance in a production environment required.
3+ years of demonstrated experience and success at account level management through the use of process improvement techniques. (i.e. Six Sigma, TQM).
3+ years of direct management within a customer/client service environment with strong performance and quality metrics required.
Business Acumen: Thorough understanding of all healthcare products, services & processes in a service center environment from the customer, claim and CIGNA Strategy perspectives.
Able to effectively leverage business and organizational knowledge within and across functions.
Problem Solving: Demonstrated proficiency to research, trouble shoot and problem solve issues across organizations without sacrificing quality of service.
Written Communications: Exceptional verbal and written communication skills.
Presenting Skills: Demonstrates advanced presentation skills and is able to deliver and ensure understanding of information regarding any claim or customer or trend topics across varied audiences including customers, service center leaders and staff.
Proven track record of exemplary relationship building and management skills within and across organizations. Able to coach direct reports to improved levels of performance.
Experience in expense management with ability to understand service center-level and customer impacts.
Able to travel 25% or more within the US.
Cigna offers a competitive compensation and comprehensive benefits package including health and wellness benefits, 401k plan, and work/life balance programs, as well as opportunities for career growth and development.
We encourage you to complete all questions on the candidate profile if you wish to be considered for this opportunity.
Qualified applicants will receive consideration for employment without regard to any protected category including their race, color, religion, national origin, sex, protected veteran status or disability.
Regular/Temporary: Regular
Job ID: 94863
Full/Part Time: Full-Time
Location: USA-AZ-PHOENIX;USA-CO-DENVER;USA-CT-BLOOMFIELD;USA-IL-BOURBONNAIS;USA-MD-BALTIMORE;USA-NJ-JERSEY CITY;USA-OH-COLUMBUS;USA-PA-SCRANTON;USA-TN-CHATTANOOGA
Job Title: Director of Client Service Executives (Multiple Locations)

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