Offer summary

Qualifications:

High school diploma required, bachelor's degree preferred., At least 3 years of experience in pharmacy benefits management industry., Proficiency in Microsoft Office tools, especially Excel, PowerPoint, Word, and Outlook., Strong analytical, problem-solving, and communication skills..

Key responsibilities:

Monitor daily client requests and triage issues to ensure SLAs are met.

Communicate routinely with clients and internal teams about issues and status updates.

Support project and operational activities, including process development and training.

Assist in resolving operational issues and escalate concerns to leadership when necessary.

Job description

The responsibilities of an Operations Lead Analyst include monitoring daily request execution, reporting, and issue triaging for one or more owned client(s) upon request. Identifying operational or productivity enhancements, barriers, and opportunities for configuration and workflows. The Operations Lead Analyst will provide project and administrative support to leadership teams or Operations Advisors through escalation of issues, risks, and concerns as needed. Provides support to assigned projects by responding to inquiries or resolving complex issues using independent judgment, discretion, and general client knowledge. Routine communication of risk and status of owned clients and processes to leadership teams.

Functions:

Execution of client’s requests and inquiries in aligned to SLAs and other contractual terms.
Monitoring and triaging of client issues aligned to SLAs and other contractual terms.
Routine communication directly with client
Adherence to all organizational SOPs and Compliance standards; provide subject matter input as it relates to checklists and SOPs
Assist with operation input related to new process development; identification, research and resolution of operational issues; provide training and mentoring for new team members, off-shore and contingent employee resources.
Comply with ESI document and retention requirements.

Scope of Job:

Provide exceptional service to clients.
Cross-functional collaboration & communication with necessary internal partners
Clear and timely communication of issues and status to leadership teams

Working Relationships

Account Management – As needed - Requirements intake and resolution of issues
Clients - As needed - Requirements intake and resolution of issues
IT - As needed - Systems issues, setup, and testing
Product Teams – As needed - Coordinate set-up, resolution of issues
Quality Teams – As needed – Issue resolution and documentation
Leadership Team – As needed – Initiative engagements and client health updates

Minimum Qualifications:

High School Diploma required Bachelor’s degree preferred.
Years of Experience:
- 3 or more years of experience preferred in pharmacy benefits management industry with benefits set up knowledge.
Computer Skills:
- Microsoft Excel/PowerPoint/Word required
- Outlook required
Excellent verbal and written communication and presentation skills highly desirable
Strong analytical problem solving skills preferred

Knowledge and Abilities:

Knowledge of the health care and PBM industry and its products and services
Detailed oriented with strong analytical and problem solving skills
Ability to manage timelines and meeting tight deadlines
Ability to adapt in a dynamic work environment and make independent decisions
Good organizational, prioritizing skills and ability to multi-task
Strong customer service focus
Demonstrated ability to work with other departments/teams to resolve issues
Experience with use of ERP systems
Experience with data input and reconciliation

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.

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