Client Account Support Lead Analyst - Express Scripts - Remote

Position Summary

The Data / Account Support Lead Analyst is responsible for handling routine and progressively more complex work assignments to drive satisfactory results for the Client Service Team (CST) or Sales and Account Management Operations (SAMO) leadership.  Position requires intermediate account and operational knowledge in order to complete assigned work and ensure client satisfaction.  Position is not external facing, unless assigned by leadership.  Role contributes to process improvement activities.  Position requires proactive approach to identify opportunities to take on work/requests across work streams, ensuring workload remains at full capacity based on accomplished cross-training.

Primary responsibilities include:

• Operationally partners with CST teams to resolve issues, conduct analysis, escalate work as needed, and manage projects as assigned. 
• With a focus on quality and timeliness, maintains ownership for assigned intermediate level Service Requests. 
• Meets all defined service standards to ensure CST and client satisfaction.
• Handles work stream specific assignments of a progressively more complex nature including but not limited to one or more of the following:, adjustment resolution, communications, custom project requests, reporting requests, issue ticket triage and resolution and general inquiries. 
• Resolves issues when possible, engages appropriate cross-functional support, and escalates as needed. 
• Engages appropriate internal partners to deliver quality solutions for CST teams and clients.
• Position may interact directly with clients and/or third party vendors if assigned by leadership.

Qualifications:

• High School Diploma required
• Bachelor’s degree preferred
• 2 plus years of experience (operations, data manipulation, etc...)
• Strong PC skills including Microsoft Office products, e-mail and the Internet
• Excellent verbal and written communication skills and ability to adjust communication content and style to internal audience
• Strong attention to detail
• Analytical and problem solving skills preferred
• Knowledge of the healthcare and PBM industry preferred
• Ability to work cross- functionally and to resolve issues with the highest sense of urgency.

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 Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.

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

The Cigna Group 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.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.