POSITION SUMMARYThe Operations Lead Analyst will administer account installation and renewals. Provides complete, accurate and timely responses to clients. Develops relationships with clients. Typically provides all service and account installation to assigned clients. Supports and provides direction to colleagues where appropriate. Works autonomously, only requiring “expert” level technical support from others. Exercises judgment in the evaluation, selection, and adaptation of both standard and complex techniques and procedures for benefit setup. Utilizes in-depth professional knowledge and acumen to develop models and procedures, and monitor trends, within Benefit Operations. The Benefit Operations Lead Analyst is responsible for completion of assigned operational tasks using standard appropriate tools and for managing client specific requests related to product requirement across all business units. May lead projects or project steps within a broader project or have accountability for ongoing activities or objectives. This position manages and tracks requests to ensure adherence to timelines and proactively manages client specific performance guarantees through effective processing controls that are in place. Ensure that production levels and targets are achieved and effective processing controls are in place. The Benefit Operations Lead Analyst resolves differences in client’s requirements and manages all requests to ensure high quality results are consistently met while mitigating financial and/or member disruption.Primary Functions
Provide operational support for assigned client benefit implementation, on-going plan changes and renewal activity without immediate supervision but with access to advice from colleagues
Configure client requirements directly into appropriate systems.
Review, analyze and verify intent of assigned benefit set ups as they relate to products and programs.
Identify and communicate need for customization to support client benefit requirements.
Attend client calls/meetings as needed.
Attend internal validation meetings.
Identify interdependencies with cross-functional programs.
Run customized/scheduled reports, manage performance guarantee tracking and report distribution for internal/external customers as requested.
Adhere 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 product development; identification, research and resolution of operational issues.
Provide assistance to team members with issues needing technical expertise and client specific requirements interpretation.
Forward planning and anticipation of needs/issues
Provide support to assigned accounts by responding to inquiries or resolving complex issues using independent judgment and discretion.
Preparation of plan materials such as administrative documents and customer education materials.
Occasionally, act as a Technical Coach, providing desk-level coaching and identifying opportunities aimed at improving overall operational performance.
Key Qualifications
High school diploma or equivalent; Bachelor’s degree preferred
3 years relevant operations, implementation, project management, client services or related experience
Strong PC skills and knowledge of Microsoft Office Suite and Sharepoint
Detail-oriented with strong analytical and problem-solving skills.
Ability to work collaboratively with other departments to resolve complex issues with innovative solutions.
Excellent communication (oral and written), facilitation, and presentation skills
Ability to manage timelines and meet tight deadlines.
Ability to adapt in a dynamic work environment and make independent decisions.
Demonstrated organizational and prioritizing skills.
Willingness to work a flexible schedule based on business needs.
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 61,200 - 102,000 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.We want you to be healthy, balanced, and feel secure. That’s why 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) with company match, 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, visit Life at Cigna Group .About Evernorth Health ServicesEvernorth 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: [email protected] for support. Do not email [email protected] 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.