Dedicated onsite SERVICE COORDINATOR for Thermo Fisher - National Client
BAND 3 Client Account Support Specialist
Client Implementation and Service
Proclaim, Choice Fund, PMHS, Dental
Candidate must be able to work at the client site Monday thru Friday and potentially travel between client offices. Addresses are as follows:
Thermo Fisher Scientific
300 Industry Drive
Pittsburgh, PA 15275
HR1 Solution Center:
Thermo Fisher Scientific
1550 Coraopolis Heights Road
Pittsburgh PA 15108
Interact with internal/external customers and business partners in a professional manner (includes verbal and written interactions).
Own any customer issue that is brought to the table for resolution by employer. Manage resolution in a timely manner and provide status to all appropriate parties when resolved, including a summary of root cause, countermeasures and next steps.
Keep account team updated on any identified trends or client interaction that should be escalated or communicated.
Provide education and guidance about programs and resources available as part of the Client's benefit plans, including mycigna.com, wellness and discount programs, health savings account and pharmacy.
Deliver lunch and learn sessions on Cigna's programs and services offered and/or meet with Employee Services team periodically to train and answer questions related to trending issues and/or provide updates to the team on Cigna processes/products.
Assist in arranging case manager (or other appropriate Cigna resource) for customer with complicated medical conditions or technical/non-clinical needs
Research, analyze, and track customer call/claim inquiries from employees. Communicate outcome and next step directly to employees with cc to employee's HR when appropriate.
Handle transactional tasks (customer/provider outreach calls, create out-of-pocket ledgers, etc).
Pull claim reports and analyze data and trends.
Navigate multiple Cigna systems including client self-service portals, claim systems, and tracking systems.
Compile monthly service reporting based on client needs/requests.
Establish and maintain deep connections with the OneGuide team in order to delegate issues appropriately, but also to maintain a feedback loop to report status back to the employee and or HR in a timely, clear and accurate manner.
Bachelor's Degree or equivalent previously related work experience
Demonstrated strength and ability to interface with and influence key decision makers/clients through use of negotiation skills, dealing with ambiguity and conflict management.
Demonstrated strength and understanding of customer expectations and "sense of urgency" resulting in the ability to influence the organization to meet and exceed customer expectations
Strong analytical ability, with ability to design, track, and work toward specific measurable performance targets for self and team.
Ability to manage multiple and divergent priorities and deadlines, work independently and pro-actively, negotiate and manage expectations for mutually acceptable solutions and creatively problem-solve effective customer solutions
Excellent presentation skills. Previous/proven success and 2 to 4 plus years experience delivering customer/producer communications.
Strong knowledge of Cigna benefits, products, and services (HMCM Complete, MotivateMe, LMP, OneGuide, Cigna Telehealth, HSAB, EAP, etc.)
Ability to quickly understand the customer's needs and expectations.
Ability to pivot seamlessly from customer interaction to client level updates and communication/coordination.
Demonstrated background in navigating Cigna's various matrix partners to triage inbound Cigna issues from the customer (ie Dental, DME, Eligibility, Appeals, HSAB, Incentives)