Technical Support Lead Analyst - Work From Home

Cigna is a health services company committed to helping our nation's Medicare and Medicaid beneficiaries live healthier, more active lives through personalized, affordable and easy-to-use health care solutions. This role will report into the Clinical Operational Application Oversight team.

This position is responsible for day-to-day operations related to system support such as: user provisioning support, issue tracking and resolution, change request and release management, configuration, testing, deployment planning and support, reconciliation, vendor program integration support, and drafting project plans. Leads special projects and acts as a business liaison to ensure service standards are met.

To ensure success, Technical Support Leads must understand the business operation and decision-making processes with a keen interest in producing targeted and tangible results by creating an effective and efficient workforce.

Primary Duties

• Work as a business liaison to identify and assess system needs of the organization in alignment with business processes and compliance requirements
• Ability to gather and document system requirements, create test scenarios for new and/or existing applications
• Develop test plans and execute testing application configuration and product functionality to ensure accuracy with specifications with each release.
• Support the project team with configuration review, efficient release/base-lining management
• Serve as a point of escalation for requests requiring a higher degree of expertise or discretion to resolve issues and ensure timely resolution.
• Leads projects as assigned

Minimum Qualifications

• 1-4 years of experience utilizing independent judgment and discretion, testing, debugging and implementing moderately complex operating systems components, and utilities required for the operation, maintenance, and control of computer systems.
• Experience in Medical House of Knowledge (MHK) as a business project liaison or technical support is preferred.
• Knowledge of Medicare Operations related to Utilization Management, Pre-service Organization Determinations, Care Management, Part C Appeals, Grievances, CTM, Quality of Care complaints and MTM/OMS is preferred.
• Knowledge of Part C Medicare CMS guidance and NCQA standards is preferred.
• History of managing modifications to existing software to fit specialized needs and configurations, and maintaining program libraries and technical documentation
• Ability to work with geographically dispersed teams
• Fundamental understanding of operating systems
• Strong understanding of testing and debugging procedures
• Ability to speak and communicate with the technical team and the business team in their own vernacular and translate concepts between both teams
• Ability to organize requirements and resources to assist with project needs
• Must be proactive and innovative in research and analysis efforts
• Proficient in Microsoft Office Suite, specifically Excel, PowerPoint and Visio
• Mentor other Technical Support Analysts
• Drive mentality of quality being owned by the entire team
• Passion for finding bottlenecks and thresholds in existing team; passion for improving configuration quality
• Excellent verbal and written communication skills
• Excellent troubleshooting skills to root cause complex issues

Location and Position Details:

• Position is available as Work from Home anywhere in the US
• Up to 5% travel depending on project scope and deliverables
• Ability to work non-standard hours during release windows

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 70,300 - 117,100 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 Group.

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. 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.