Job description

Remote, work from home - Georgia The Cigna Medicare Resource Escalation Specialist will be responsible for providing support with implementation, service, and maintenance across Cigna Medicare Broker Manager team, Broker Service Reps, and Account Managers. The individual will support the strategy consistent with Cigna's overall value proposition which achieves improved agent, client and customer retention, improved competitive positioning and increased membership and earnings growth while maintaining a strong brand reputation in the marketplace RESPONSIBILITIES
Own and effectively manage service inquiries from Cigna account managers and Broker managers / reps
Perform root cause analysis and drive for first contact resolution
Establish partnerships with Sales, Account Managers, Broker Managers, Broker Service Reps, Operations, and others as needed to drive resolutions.
Researches and resolves service issues with a sense of urgency to avoid further escalation, utilizing tools, designated internal resources or external partners.
Assist frontline call advocates with resolution of escalated calls and provides education to prevent additional escalations.
Accurately identifies and assesses individual customer needs to provide Superior quality service.
Identifies process improvement opportunities that would benefit the customer and internal partners.
Tracks and trends customer issues to drive continuous customer service improvements.
Manage and resolve escalated issues within the team to prevent additional repeat calls and/or outreach to Manager / Leadership
Respond to complex inquiries, solving non-routine problems using independent judgment and discretion, and ensuring partner satisfaction with agent issue resolution.
Work within an environment which leverages analytics, technology, best practices, innovation and talent, along with corporate-wide resources to execute strategy.
Support efficient processes and workflows focusing on operational metrics.
Remain compliant with all company and governmental policies, procedures, and regulations
Value all aspects of diversity.
QUALIFICATIONS
Adaptable, flexible, and able to manage through change
Goal oriented and personally accountable; resourceful and self-directed
Ability to problem solve, identify and remove roadblocks, triage and prioritize issues
Ability to effectively collaborate across the organization
Demonstrated communications (written and verbal) and interpersonal skills
Operational understanding and competence of account management, sales operations and compliance
Understanding of Medicare services and requirements
Process-oriented with strong organization and planning skills

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 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: 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.

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.

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