Client Experience Consultant - Cigna Healthcare - Hybrid

The job profile for this position is Client Account Support Senior Analyst, which is a Band 3 Senior Contributor Career Track Role.

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Position Summary

The Client Experience Consultant (CEC) plays a crucial role in maintaining client satisfaction and supporting the US Employer Sales Team. Key responsibilities include participating in new business case discovery and implementation calls, collaborating with cross-functional partners to manage the book of business, providing routine communications, and updating client information and benefit intent. Additionally, the CEC coordinates third-party vendors, completes product incentive forms, and works closely with the Sales Team to ensure client needs are met and potential issues are proactively addressed.

Duties and Responsibilities

• Collaborate with Sales, Service Operations, and other applicable partners to manage book of business, address issues, and identify process improvements.
• Provide routine communications on behalf of Sales, including eKits and product materials, to clients and internal teams.
• Intake requests and submit forms to appropriate partners (OS, reporting, BOR/BAFb, OLAM).
• Update Salesforce information (e.g., contacts, MLS status, PG activity, benefit summaries) for sold and renewing cases.
• Complete product incentive forms to ensure accurate and timely processing.
• Coordinate and manage set-up of third-party vendors.
• Actively participate in new and existing business discovery and implementation calls.
• Liaise with Sales to meet client needs and proactively address potential problems.
• Keep Sales informed of account status and engage in role-related workgroups, special projects, and best practice sharing initiatives.
• Own creation of BNCA (Business Notification Case Alert) and handoff to Client Implementation.
• Managing PBAB (Product Benefit & Advisory Board) on renewals.
• Provide load balancing support to ACMs if capacity allows.
• Other duties as business need dictates.

Position Requirements

• Bachelor’s degree highly preferred.
• Florida Health Insurance License is required.
• Proficient knowledge (min 3-5 years) in health care / managed care business; to include many or all the following: product knowledge, sales practices, account management and knowledge of administrative operations.
• Knowledge of Cigna funding options, benefits structure, (product suite, programs & solutions) and platforms are preferred.
• Ability to manage through systems and influence both external clients/brokers and internal matrix partners.
• Salesforce & KnowledgeXchange experience preferred.
• Strong Word, Excel, PowerPoint, SharePoint, Outlook skills.
• Ability to make quality decisions.
• Strong verbal and written communication skills.
• Solid presentation skills.
• Ability to simplify complex topics and information.
• Displays empathy & compassion.
• Demonstrated planning/organizational skills; ability to plan for both the long and short term; ability to work on many issues at once and to prioritize work.
• Demonstrated ability to develop strong working relationships with both external clients/brokers and matrix partners in the organization; ability to leverage matrix resources to drive deliverables.

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.

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.

Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.

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