POSITION SUMMARY

The PBM Operations Commercial New Client Implementation team is a group of client account support professionals responsible for successfully managing and delivering strategic implementation projects while driving client/customer focused problem resolution and influencing/leading process improvement.

As the Senior Advisor, Client Communication Support on the Commercial New Client Implementations team, you are responsible for end-to-end management of the client’s desired member experience, working collaboratively to develop a comprehensive communication plan and timeline and meeting all client deadlines. This role is high profile role serving some of our most important clients and consultants and requires project management skills, a high level of executive presence, the ability to lead cross-functionally, and peer mentoring.

This role is tasked with achieving business results through consistent customer-centric service delivery, operational excellence, and effective partnership with cross-functional colleagues and external consultants, coalition partners and clients.The role exists within a fast-paced and dynamic team of highly supportive implementation and operations specialists and leaders whose focus is to collaborate and empower each other to deliver complex setups on time and without issue in order to best position our clients, their members and those who support them for success.

This position is in-office aligned and will require the flexibility to perform onsite 3 days per week at a designated Cigna facility.

Primary Functions

• Lead implementation communication strategies for new accounts including project plan management and status reporting, intent gathering, setup case submission, and overall client relationship management through project delivery and transition to the client service team.

• Work directly with clients, consultants, coalition partners, Sales, Client Service Teams, Operations and Product partners to ensure delivery of client contractual requirements and to manage expectations driving overall client satisfaction.

• Build expertise in commercial division contract review to ensure we identify and clarify all communication-related client needs, coordinating internal info-sharing, gathering external requirements, and providing ongoing updates internally and externally.

• Manage escalation and expedite communication of status and risk to appropriate leadership including senior executives at the client organization and Evernorth. Position interacts directly with clients, third party consultants and vendors at business and senior executive levels.

• When needed, represent New Client Implementations through the sales process including participation in Finalist opportunities to demonstrate to clients how their objectives are met through the implementation. Finalist opportunities may be virtual or in-person at a client site.

• Developing strong internal partnerships across functions responsible for the member experience. Peer leading and influencing to get to yes for our clients.

• Demonstrate Cigna values – including teamwork and enterprise mindset – and leadership within the team to help motivate and grow team members and drive a high performance culture.

• Work with team leadership to identify opportunities for process improvement within the tools we use and the implementation processes including those coordinated with our internal partners.

• Lead and work on special projects as assigned.

Skills and Attributes For Success

• Savvy communicator who understands end-to-end client and member experience, has an eye for design and detail, and can be consultative

• Critical thinker with project management experience and proven ability to lead and manage multiple, highly visible projects simultaneously

• Demonstrated ability to coordinate resources cross-functionally to resolve complex issues and deliver results on behalf of our partners and clients

• Ability to work effectively in a dynamic team-based environment, learn quickly, solve problems and make decisions with minimal supervision

• Willingness to work a flexible schedule as needed to accommodate business and travel requirements

Key Qualifications

• High school diploma or GED; Bachelor’s degree in Communications preferred; Master's degree in Communications highly desired

• 7+ years experience in communication, marketing, user experience, and/or operations preferred

• Project management experience required

• Knowledge of PBM products and implementation processes preferred

• Understanding of basic website development and data file sharing requirements

• Demonstrated successful experience in working with sales, service and/or directly with clients, brokers, consultants and/or vendors

• Excellent verbal and written communication skills, including the ability to clearly, proactively, and openly communicate status, issues/risks, and challenges presented to project, as well as ability to create clear and concise presentations and communication plans

• Demonstrated ability to prioritize and manage work load and meet project deadlines in complex situations

• Strong problem solving and critical thinking skills with situational awareness

• Flexibility to accommodate up to 30% travel

Revised 4/24/2024

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.