Operations Advisor - Express Scripts - Remote

The Operations Advisor is responsible for providing operational management of work requests to drive satisfactory results for the Client Service Team (CST), Sales and Account Management Operations (SAMO) leadership, Sales and clients.  Position requires strong client account and PBM operational knowledge.  Position is accountable for assigned work with a focus on client satisfaction, quality, timeliness, performance guarantees and the effective use of cross-functional partnerships.  Position requires strong analytical skills to drive resolution of complex issues.  Role may be client facing, requiring strong communication, presentation and business relationship skills.  Role is empowered to identify and drive solutions and improvements for client and ESI processes.  Role participates in peer mentoring and special projects as assigned.  Position requires proactive approach to ensure workload remains at full capacity based on accomplished cross-training.

Responsibilities

• Manages assigned service and operational deliverables, including but not limited to: analysis, capture of client intent, cross-functional project management, management of complex and escalated assignments, and handling of member service and client operational initiatives.  Assignments may fall across various SAMO work streams.  Supports designated clients as assigned.  Meets all defined service standards to ensure CST and client satisfaction
• Independently determines direction for resolution of any service or escalated issue.   Appropriately escalates as needed. 
• Participates on cross-functional teams to identify opportunities to address global client issues, presenting recommendations to leadership.
• Leads special projects as assigned.  Shares best practices and knowledge of the business with peers to improve service levels.  Assists with peer training and support.

Qualifications

• Bachelors degree preferred
• 3+ years of professional experience
• Experience in healthcare or PBM industry preferred
• Strong focus on quality, effective communication, and customer service
• Demonstrated ability managing projects utilizing proven project management processes
• Ability to work and build partnerships cross- functionally to proactively communicate and to resolve issues with the highest sense of urgency
• Ability to handle analysis from issue identification to solution delivery
• Demonstrated initiative with commitment and ability to work under pressure and meet tight deadlines
• Client facing experience preferred

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.

For this position, we anticipate offering an annual salary of 82,400 - 137,300 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, click here.

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 need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance.  Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

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.