This client facing Associate Account Manager (AAM) will directly report onsite with the Client. The AAM will serve as a liaison to the client’s member experience. The AAM will also be responsible for the day-to-day contact and escalation services for high escalated member inquiries. The AAM documents inquiries and resolution in a centralized database and helps to identify trends to pursue process or procedural improvements. The AAM may assist the account team with work distribution and work plan development for team goals. The AAM escalates issues as necessary and work with internal partners for resolutions.
ESSENTIAL FUNCTIONS
- Day to day contact with clients for issue resolution by handling inbound client request.
- Outbound contacts to members to resolve access to care concerns or benefit questions.
- Monitor daily phone & email volumes to ensure workflows are handled quickly & appropriately.
- Serves as a point of escalation for critical project issues requiring a high degree of expertise and/or discretion to ensure timely resolution.
- Make independent judgments to respond to complex or critical customer issues.
- Identifies common issues, constraints, and risks across
- Work collaboratively with other departments to research and resolve issues.
- Serve as SME for internal process/procedure inquiries.
- Engages all necessary ESI areas working cross functionally to ensure projects are effectively implemented to meet business need and minimize operational risk & disruption.
- Conducts presentations, when necessary, on benefit, project status and current issues
- Acts as a single point of contact for facilitating resolution to cross functional operational issues for a given operational work stream.
QUALIFICATIONS
- Bachelor’s degree or 3-5 years of equivalent member experience/account management experience.
- 3 years (or more) experience in a customer service setting
- PBM Knowledge preferable
- Excellent phone presentation, verbal, and written communication skills
- Demonstrates ability to handle challenging customers in a professional manner.
- Ability to adapt in a dynamic work environment, learn quickly, solve problems, and make decisions with minimal supervision.
- Microsoft office tools knowledgeable
- Ability to travel up to 10%
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.
About Evernorth Health Services
Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. 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: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com 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.
