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.
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.
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.
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: 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.