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Cigna Client Service Manager - Under 500 - Southern California in Irvine, California

Client Service Manager

Southern California, U500

Role Summary

Accountable for a team of Client Service Consultants (CSC) and Sales Support Consultants (SSC). The CSM (Client Service Manager) will be responsible for the overall management of the U500 CSCs and SSCs for the Southern California (SCA) market. The CSM will oversee the sales-owned portions of the implementation process and of the service experience for the clients we serve. This includes establishing long-range goals, objectives, and plans; operational performance; and coordinating activities of Client Service Consultants and Sales Support Consultants and their respective functions.

Reports directly to the VP of New Business Sales.

Responsibilities

  • Manages the CSC and SSC team, coaching and providing feedback on performance and effectiveness; both individually and as a team.

  • Builds excellent matrix partner relationships that support service for our customers, including Implementation, Gold and Platinum Service Operations, Pharmacy Implementation, Eligibility, Billing, etc.

  • Works with Sales Operations and key matrix partners to ensure effective partnership that increases speed of issue resolution, identifies outdated processes and suggests viable alternatives to global service items and barriers. Champions a zero tolerance for substandard service.

  • Works with each CSC to build out a book of business plan and approach to suit the needs of their underlying brokers and clients.

  • Assigns the CSC book of business; monitors regularly to assess necessary changes and/or staffing needs.

  • Identifies service trends requiring escalation and/or awareness through Sales team and manages feedback effectively to peers in Service Ops, Implementation, Eligibility and Sales.

  • Manages ongoing alignment between SSC team and sales team members.

  • Serves as SME to Sales leadership team on issues impacting the go-to-market messaging.

  • Maintains SOPs on service and sales support functions and processes; ensures compliance and oversees updates as needed.

  • Effectively on-boards new hires. Manages their training and development closely, ensuring they have a training plan, mentor, and tools for success.

  • Drives SSC team to achieve high levels of accuracy, efficiency and customer-centricity.

  • Provides external facing leadership in the market; build relationships with key consultants, customers, providers, and community leaders.

  • Works collaboratively with Sales Management and matrix partners to ensure seamless service delivery for special projects and peak times of the year. (examples: platform migrations, 1/1 Readiness)

  • Upgrades talent where and when necessary; aggressively manages performance.

  • Creates and maintains an active people pipeline.

Qualifications

  • Bachelor’s degree highly preferred

  • Proficient knowledge (min 3-5 years) in health care / managed care business; to include many or all of the following: product knowledge, sales practices, account management and knowledge of administrative operations

  • Strong interpersonal management and relationship building skills

  • Strong technical background; must be proficient in Salesforce, MS office, and enterprise level software

  • Strong leadership and team work skills

  • Solid organizational, management, administrative and human relations skills in a style which exhibits maturity, leadership, sensitivity and teamwork

  • Prior experience managing people beneficial, but not required

  • Consultative selling skills; ability to interpret highly complex language and simplify for the team or the client/broker

  • Proven ability to function in a heavily matrixed environment

  • Self-motivation and an entrepreneurial spirit

  • Proven ability to foster collaboration, values other perspectives and gains support and buy-in for organizational proposals

  • Strong product knowledge; ability to manage and operate as a leader

  • Proven success in managing growth and experience with change management.

  • Ability to drive results, think strategically and implement a strategy

  • Strategic visionary and planner

  • Strong organizational and analytical skills that result in conclusive recommendations

  • Excellent oral and written communication skills and interpersonal skills

  • Active Life and Health Insurance License in CA preferable

About Cigna

Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation.

When you work with Cigna, you’ll enjoy meaningful career experiences that enrich people’s lives while working together to make the world a healthier place. What difference will you make? To see our culture in action, search #TeamCigna on Instagram.

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.

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