Director, Client Experience - Work at Home - eviCore

Job Description

The Director, Client Experience owns the output of a single work area within Client Account Support and manages a team of Client Services job family roles. Responsible for providing client support in the areas of service, maintenance and penetration. Provides guidance and expertise to team members. Manages strategic service plans to facilitate results attainment. Utilizes in-depth professional knowledge but is guided by functional practices and well defined management precedents. Focuses on implementing and executing strategies within own department/discipline/team.

What you must have

• Bachelor's Degree, preferred
• 7+ years' experience of client interfacing
• 3+ years of health care industry experience
• 3+ years leadership experience
• Strong growth and enterprise mindset. Demonstrated project management experience, strong communication skills, and an ability to work in a fast-paced environment.
• Contract negotiation experience required. Information technology knowledge preferred.

Duties and Responsibilities

• Strengthen existing client relationships and develop new relationships with client leaders at various levels, including network, medical management, and vendor management
• Support strategic growth actively, through coordination with the eviCore Growth Team
• Periodically review client analytics with the CEM to ensure that program performance and value are meeting client expectations (this includes utilization, savings, and operational metrics)
• Lead Joint Operating Committee (JOC) meetings
• Provide direction and support to ensure that the CEMs are effective:

• Engage with CEMs on a regular basis and assist as needed
• Ensure timely resolution of client issues, including escalations
• Ensure that requests are appropriately documented, tracked, and reported
• Ensure that client documentation is being properly maintained
• Help develop the CEMs' skills and capabilities

• Coordinate with the Client & Provider Representative Team leadership to review any outstanding issues and communicate important trends.
• Coordinate with IT, Clinical, and Workforce Management to resolve performance issues
• Provide expertise in utilization management services including eligibility, provider loads, authorization exports, and claims file exchanges

Skills

• Professional aptitude to solve problems, answer questions and apply information based on current circumstances with ability to search beyond initial results
• Strong growth and sales mindset with ability to influence client stakeholders
• Strong analytical skills to perform effective troubleshooting.
• Ability to communicate in a highly professional and effective manner
• Ability to handle multiple tasks simultaneously, working independently and as part of a team in a collaborative manner
• Ability to insure efficient coordination with all relevant entities.
• Exceptional attention to detail and work product validation
• Strong organization and time management capacity to balance multiple project priorities with limited supervision
• Ability to handle confidential information on a daily basis in a professional manner
• Ability to use PC software, and learn eviCore systems
• Ability to travel up to 10% or as necessary for client retention

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 86,500 - 144,100 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.

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives. What difference will you make?

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.

Cigna 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.