POSITION SUMMARY
The Associate Account Manager provides client-facing service and support with little to no guidance. Support includes but is not limited to non- standard / standard reporting, researching member issues, implementation, and coordination of Express Scripts’ products and services, assisting with benefit set-ups, and cross-functional relationship. Focuses for the position are maintaining client relations, assisting with projects as they present themselves, managing the workflow for the team, and administrative tasks as needed. The primary measure of the Associate Account Manager’s performance is by completion of requests and projects from the Client Service Pod and clients. In order to function effectively in a Pod Model, Account Executives, Account Managers, and Associate Account Managers must collaborate to successfully service the entire Book of Business. This requires the Associate Account Manager to perform Account Manager and Account Executive duties based on the needs of the Book of Business.
ESSENTIAL FUNCTIONS
- Manage the workflow for the Client Service Pod and administratively support the team (i.e. organize team meetings and agenda).
- Maintain client relations, such as, but not limited to, managing client expectations, responding to emails and / or phone calls from clients, and addressing some member issues. Escalate issues when appropriate and drive recovery efforts.
- Assist with both standard and non-standard reporting/analytics as needed including Client Website, Analyst, OPR, and BIT.
- Assist the Account Executive and / or Director with projects as they present themselves. When appropriate, assist with process improvements. Proactively reach out to the Client Service Pod to bring awareness of Commercial Division asks and initiatives. Track all projects from beginning to end, as well as, communicate results to team.
- Support the Client Service Pod with updates in customer relationship management tool (Houston), including: Update and validate start plan, renewals, and opportunities; Update client contract information; Submit service requests to trigger workflow to other areas of the organization
- Proactively take on additional workload (that falls within scope) as it presents itself, with little to no direction or without being assigned by another individual on the team.
QUALIFICATIONS
- Bachelor’s degree in related field or 8 to 11 years of experience.
- 2-5 years relevant experience with Bachelor’s Degree or Master’s degree and 0-3 years of relevant experience.
- Strong PC skills including Microsoft Office products, e-mail and the Internet.
- Excellent verbal and written communication and presentation skills.
- Strong analytical and problem solving skills.
- Knowledge of the healthcare and PBM industry preferred.
- Strong focus on book of business client satisfaction and client retention results.
- Demonstrated ability managing projects, utilizing proven project management processes.
- Ability to work cross-functionally to proactively communicate and to resolve issues with the highest sense of urgency.
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.
