Senior Client Account Support Analyst

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $56.6k - $94.3k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

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The Cigna Group

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1982

🏥 Healthcare

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Healthcare • Healthcare Insurance • Pharmaceuticals

The Cigna Group is a global health company committed to improving the health and vitality of its clients, customers, and patients. With its two divisions, Cigna Healthcare and Evernorth Health Services, the company focuses on enhancing quality of life through healthcare services and pharmacy benefits management. The Cigna Group is dedicated to ethical practices in healthcare and artificial intelligence, and strives to create positive change in the healthcare system. It also emphasizes its Environmental, Social, and Governance (ESG) responsibilities, aiming to impact health equity and foster innovation in healthcare delivery.

📋 Description

• Provide Client, Account Team, and Sales support for Accredo Specialty Pharmacy service, patient recovery, and escalation mitigation • Respond to inquiries, solve complex and non-routine problems, and ensure client satisfaction • Coordinate with internal stakeholders to provide root cause analysis and resolve operational/service-related issues • Monitor and identify process gaps for internal and external clients • Collaborate across departments on process improvements and service issue resolution • Assist with implementation of new plan launches and program changes • Serve as a resource for Account Management and Service Delivery regarding CSC processes • Support Business Analyst account updates for accurate client reporting • Prioritize workload to meet client deadlines • Standardize, document, and define procedures • Act as an internal subject matter expert on Accredo business processes • Research patient experience across Accredo systems to identify service failures and coaching opportunities • Determine and implement immediate resolutions for service issues and escalations • Engage internal partners to deliver quality solutions for account teams and clients • Provide 5-Why root cause analysis on Accredo operational errors • Mentor new CSC Level 1 agents and assist with new-hire training • Represent the Client Service Team on client-facing calls and communicate account status and improvement opportunities

🎯 Requirements

• High School Diploma or GED required; Associates degree preferred • 4+ years relevant working experience with problem resolution and/or within the Pharmacy industry • 2+ years of Accredo Specialty Pharmacy experience highly preferred • Existing knowledge of the entire end to end lifecycle of an Accredo prescription and products preferred • MS Office proficient • Proficient in RxHome and ESD • TMW, Houston, and/or Ops insight knowledge preferred • Excellent oral and written communication skills • Problem Solving skills including identifying trends/root cause and mitigation • Ability to compile and present data to both internal and external stakeholders • Ability to adapt in a fast-paced environment and make independent decisions quickly • Strong organizational skills, detail oriented, business savvy, resourceful and risk management are essential skills • Strong analytical and problem solving skills highly preferred • Ability to work and build partnerships cross-functionally to resolve issues and escalations with the highest sense of urgency • Home internet through cable broadband or fiber optic service with speeds of at least 10Mbps download/5Mbps upload

🏖️ Benefits

• Annual bonus plan eligibility • Medical, vision, and dental benefits starting on day one • Well-being and behavioral health programs • 401(k) • Company-paid life insurance • Tuition reimbursement • Minimum of 18 days of paid time off per year • Paid holidays • Leaves of absence • Remote work arrangement • Cable broadband or fiber optic internet requirement for home working

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