Service Specialist-AZ

Description:

Responsible for responding to complex inquiries, solving non-routine problems using independent judgment and discretion, and ensuring client satisfaction with products and service . Coordinates with account manager to ensure needs are met and potential problems are averted. Keeps account manager informed of account status and opportunities for expanded business. Makes on-site presentations to existing and prospective clients to educate and inform. May be involved in new account installations..Works with Clients and Brokers on a daily basis addressing issues including: Benefit Administration, Wellness and Health, Enrollment Strategy, Employer/Employee Consumerism and proactive service.
Provide proactive and high-level account development and support.
Respond in a timely manner to inquiries.
Support the client management team in handling renewal decisions, network issues, escalated service issues, and yearly settlements.
Respond to customer calls by channeling questions and issues appropriately within CHC.
Demonstrate the ability to handle, refer, or delegate complex questions, issues, and problems to appropriate CHC resources on a wide range of products as they relate to the assigned book of business.
Achieve the team business plan objectives, both in implementing new plans and in identifying and responding to customer needs.
Partner with the Client Management team (i.e. - Client Manager, Implementation Manager, etc.) in the development of client specific strategies and in the pursuit of growth opportunities, and retail strategies.
Assist the Client Manager in the identification of opportunities for product penetration of existing accounts, potential sales of ancillary products, and strategies to maximize membership.
Provide a high level of expertise with extensive knowledge of products and accounts in relation to the assigned book of business.
Develop strong working relationships with key customer contacts, Client Management team members, and internal matrix partners..

Qualifications:

Bachelor's degree in business administration, business communication or marketing, or other appropriate professional degree.
Strong background/knowledge in healthcare products and services, marketing and sales processes, preferably within the managed healthcare industry.
Minimum of three years work experience in account management/account services/sales, or other areas requiring significant customer interaction and ability to effectively problem-solve issues to resolution.
Demonstrated strength and understanding of customer expectations and "sense of urgency" resulting in the ability to influence the organization to meet and exceed customer needs.
Strong analytical ability, with ability to design, track, and work toward specific measurable performance targets for self, accounts and team.
Extensive knowledge and experience with multiple software and system-based applications, including database and spreadsheets (Excel, Access, sales tracking systems).
In-depth knowledge of CBH operations, policies, business goals, processes and departments in order to effectively interact and communicate customer needs internally and manage customer expectations.
Strong communication and organizational skills to effectively communicate and interact with all levels and functions within the organization.
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.
Must have license or be able to obtain within 90 days of employment..

Benefits:

CIGNA offers a competitive compensation and comprehensive benefits package including health and wellness benefits, 401k plan, and work/life balance programs, as well as opportunities for career growth and development.

Company Profile:

At CIGNA, we are committed to providing our customers with employee benefits, expertise and services that improve the health, well-being and productivity of their employees. CIGNA's people are the key to our success in a changing and increasingly competitive marketplace. The collective skills, behaviors and work experiences of all CIGNA employees enable us to make a real difference in the lives of our members. We seek the most talented and creative minds in the industry to develop innovative solutions our customers value and consumers expect.


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RUSACIGNA244-457730