Client Experience Manager – EviCore – Hybrid

Cigna Group • Franklin, TN

3d • Hybrid

About The Position

The Client Experience Manager serves as the client-facing relationship liaison for their assigned segment of business, acting as the key point of contact for assigned health plans. This role facilitates Health Plan meetings to address escalated issues, provide updates on new items, and reach resolutions. The Client Experience Manager is a consultative resource for clients on EviCore programs and products, tracking client issues that require research, investigation, and coordination for resolution. They collaborate with internal resources to resolve client issues, using data and facts to identify and solve problems for assigned health plans. The role requires delivering effective and time-sensitive verbal and written communications to internal and external audiences.

Requirements

• Bachelor’s degree
• Demonstrated communication (oral and written) and presentation skills
• Strong organizational, prioritizing and analytical skills and ability to multi-task
• Strong customer service focus
• Demonstrated ability to interact with other departments/teams to resolve issues
• Ability to independently manage timelines and meet tight client deadlines
• Experience using Microsoft Office Suite including Excel, PowerPoint, Outlook and Word
• Ability to work in a fast-paced and challenging environment while prioritizing multiple tasks with competing due dates.

Nice To Haves

• 2+ years relevant client management experience
• Experience in healthcare industry

Responsibilities

• Assesses the needs of our health plan partners and helps to define and implement necessary changes to our services/management processes and approaches to most effectively and efficiently meet those needs.
• Partners with internal groups to ensure effective and efficient end-to-end problem-solving.
• Track and trend key issues that require research/investigation, escalation, or matrix partner coordination to reach resolution.
• Collaborates with matrix partners and other internal resources to resolve escalated, complex, and sensitive provider issues.
• Provides solutions to improve overall services that focus on the value proposition.
• Understand business needs, participate in solution development and effectively communicate solutions to ensure satisfaction.
• Delivers effective verbal and written communications appropriate to internal and external audiences.
• Plan, coordinate, and host client and internal meetings.
• Ad hoc and regular cadence data and reporting responsibilities.

Benefits

• Medical
• Vision
• Dental
• Well-being and behavioral health programs
• 401(k)
• Company paid life insurance
• Tuition reimbursement
• A minimum of 18 days of paid time off per year
• Paid holidays
• Annual bonus plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level