Customer Experience And Retention Medicare Advantage Senior Advisor- Work From Home Opportunity

Cigna Birmingham , AL 35202

Posted 2 months ago

Job Summary:

The Customer Experience and Retention Medicare Advantage (MA) Sr. Advisor will develop and lead the customer strategy for all Medicare Advantage customers. This position is part of the Government Business Customer Experience and Retention team, with accountability as the single point of contact for the Medicare Advantage business, serving Cigna's Medicare Advantage customers.

As a global health service company, Cigna's mission is to improve the health, well-being and peace of mind of those we serve. The Customer Experience team delivers this goal to our Government Business Segment customers, for whom it is especially important to make health care simple, affordable and predictable.

When you're a part of the Customer Experience team, you'll make a difference every day while changing the way people think about health care. We work hard to make our interactions positive and successful by listening to our customers and clients, understanding how they feel about the process and their plans, and helping them navigate the system to achieve their best health.

While our team is focused on creating the best experience for our customers, we know it starts with an inspiring work environment. Our team members feel valued for innovative ideas. They bring spark and spirit to projects, collaborate passionately and celebrate each other's successes while enjoying a healthy work-life balance.

Core Responsibilities:

The Customer Experience and Retention Medicare Advantage Sr. Advisor will be responsible for:

  • Creating and executing a multiyear Medicare Advantage customer engagement strategy, including a Medicare Advantage customer roadmap, retention strategy, and engagement plan.

  • Leading Medicare Advantage customer experience innovation, including the development and implementation of pilots and special projects. Will develop business cases, manage pilot execution, and analyze return on investment (ROI).

  • Developing membership forecasts in collaboration with local market, sales, and finance teams, incorporating disenrollment trends and insights.

  • Providing guidance to the Customer Experience team as the Medicare Advantage subject matter expert, partnering with research, operations, and communications teams to improve the Medicare Advantage customer experience by implementing outreach campaigns, recovery actions, plain language communications, and customer incentives.

  • Identifying and championing capabilities needed for executing a rich customer experience, including digital and operational solutions.

  • Leveraging best practices and identifying strategic opportunities for collaboration across lines of business to support the customer lifecycle and Government Business Segment growth strategies.

  • Serving as the single point of contact for Medicare Advantage senior leaders and actively participating in product, marketing, sales, customer service, and financial meetings, representing customer and client needs.

Minimum Qualifications

  • College degree preferred

  • 7 years or more experience, expertise in Medicare Advantage preferred

  • Strategic planner who can take a project from goal-setting to action plans to documented results with proven ability to manage large-scale projects

  • Strong analytic background with a focus on data-driven decision making

  • Ability to leverage qualitative and quantitative insights to assess issues, identify root causes, and implement solutions

  • Self-directed, independent worker with a growth mindset who can quickly adapt in a rapidly changing environment

  • Strong sense of empathy to fiercely advocate for our customers and their health care needs, and the ability to understand and communicate customer loyalty implications of business decisions

  • Proven ability to develop strong, collaborative working relationships and establish a high level of credibility across functions, lines of business, and organizational levels

  • Strong presentation and communication skills, including the ability to translate project and analytic work into packaged deliverables for senior leaders

This position is not eligible to be performed in Colorado.

About Cigna

Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, 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 Cigna, you'll enjoy meaningful career experiences that enrich people's lives while working together to make the world a healthier place. What difference will you make? To see our culture in action, search #TeamCigna on Instagram.

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: for support. Do not email for an update on your application or to provide your resume as you will not receive a response.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Workplace Experience Coordinator

CB Richard Ellis

Posted 4 weeks ago

VIEW JOBS 2/4/2021 12:00:00 AM 2021-05-05T00:00 Hi, we're Host! We believe your office should allow you to feel comfortable, productive and inspired in your working life. Because when people feel inspired, great things happen. As the heart of the workplace, you will help foster a sense of community by putting the well-being of others at the forefront. As you collaborate with colleagues to create a culture of support, you will have countless opportunities to inspire moments of delight and pursue amazing outcomes each day. With Host, you can join a team that elevates the office experience by delivering world-class services that make coming to work better than it's ever been. The Workplace Experience Coordinator provides workplace services and administrative support to increase individual well-being, personal productivity, and organizational effectiveness. Host uses people-led services to connect employees to their environment through high-touch services and world-class customer service support delivered by employees like this Workplace Experience Coordinator focus on meeting and event support and office administration for their given offices. This role is at the forefront of delivering a positive office experience. As part of a "front-of-house" team, the Workplace Experience Coordinator is responsible for creating a supportive and comfortable atmosphere by welcoming visitors and supporting all employee-facing services. The client is a market-leading financial services firm with a global presence. Their focus is on driving innovation across operations and cultivating a strong sense of community, supported by our Workplace Experience Hosts. RESPONSIBILITIES This position is responsible to support and coordinate activities related to delivery of workplace experience services for clients, where offered, including administrative support for teams managing and directing services. Services may be directly performed by the company, or third party service providers in collaboration with this position. ESSENTIAL DUTIES AND RESPONSIBILITIES Provides coordination and administrative support for delivery of Workplace Services. Services include, but are not limited to: Concierge Reception / Switchboard Conference & Meeting Room Management A/V Support Meeting & Event Management Community Programs Workplace Coaching & Onboarding Food Services Parking & Commute Bicycle & Local Shuttle Supported Employment Company Store Pet Programs Document Services Mail Services Record Archiving Office Supply Management Moves, Adds, Changes Furniture Management Space Reset Workplace Onboarding Assists the Workplace Experience leadership team with general administrative support including invoice processing, travel arrangements, expense reporting, etc. Requests building and/or equipment services as needed. Provides administrative support for Workplace Experience team as directed, including expense management, meeting coordination, office and workplace experience equipment care, and supply management. Manages accuracy, production, quality and retention of program materials; which may include administration of SharePoint sites or similar. Ensures client and company materials comply with client and company brand guidelines. Utilizes and maintains integrity of databases and other digital tools associated with service delivery, as requested. Ensures all billings for business services are invoiced and billed as required. Attend, move meetings and coordinate all moves with client contacts. Responds to customer requests and complaints regarding Workplace Experience services. Maintains relationships with vendors that provide services and goods to the office. Ensures all vendors used have current proof of insurance and contractual documentation in place, per requirements. Administers Workplace Experience team member and third party service provider on-boarding process, including new employee orientation, training, equipment and software ordering. Assists in the completion of the office Business Continuity plan. Performs other duties as assigned. SUPERVISORY RESPONSIBILITIES No formal supervisory responsibilities in this position. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and EXPERIENCE HS Diploma or GED required. A minimum of 1 - 2 years related experience (e.g. Front Desk, Concierge, Hospitality, Room Management, or Customer Service roles) is preferred. CERTIFICATES and/or LICENSES None COMMUNICATION SKILLS Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor. Ability to effectively present information to an internal department and/or large groups of employees. Comfortable meeting and engaging with new people. Warm and engaging demeanor. Ability to assess circumstances, empathize and offer help. FINANCIAL KNOWLEDGE Requires basic knowledge of financial terms and principles. Ability to calculate simple figures such as percentages. REASONING ABILITY Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills. OTHER SKILLS and ABILITIES Intermediate skills with Microsoft Office Suite products such as Word, Excel, PowerPoint, Visio, SharePoint, OneNote, Outlook, etc. Comfortable with and embracing of new technologies and digital tools; such as Apps, databases, financial management, work order management, social networking, cloud technologies, handheld mobile technologies and applications, and communications. Best candidates will have a genuine interest in in anticipating and serving the needs of others. A warm demeanor and desire to collaborate with others is key. Physical ability to assist with warehouse operations. Able to lift 50 lbs. SCOPE OF RESPONSIBILITY Decisions made with general understanding of procedures and company policies to achieve set results and deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor. SAFETY 1. Complete at a satisfactory level all required and assigned HSE training 2. Follow all activity policies and procedures, including all HSE related requirements at all times 3. Participate in all HSE related programs & activities as required, including incident investigations, interviews, auditing and assessment, etc. 4. Report any condition which you feel could result in an accident or injury and / or stop work if required In addition: 1. Be aware of and understand all safe work practices and procedures and potential hazards associated with the work environment 2. Maintain and wear at all times required appropriate personal protective equipment (PPE) 3. Apply appropriate material handling techniques at all times, 4. Only operate warehouse equipment and machinery (e.g. pallet jacks, manlifts, etc.) if properly trained, qualified and authorized to do so CB Richard Ellis Birmingham AL

Customer Experience And Retention Medicare Advantage Senior Advisor- Work From Home Opportunity