Operations Lead Analyst - Express Scripts - Remote

Cigna Healthcare

23h • Remote

About The Position

The responsibilities of an Operations Lead Analyst include monitoring daily request execution, reporting, and issue triaging for one or more owned client(s) upon request. Identifying operational or productivity enhancements, barriers, and opportunities for configuration and workflows. The Operations Lead Analyst will provide project and administrative support to leadership teams or Operations Advisors through escalation of issues, risks, and concerns as needed. Provides support to assigned projects by responding to inquiries or resolving complex issues using independent judgment, discretion, and general client knowledge. Routine communication of risk and status of owned clients and processes to leadership teams. What you'll do to make a difference: Executes client requests and inquiries in alignment with SLAs and other contractual terms. Monitors and triages client issues in alignment with SLAs and other contractual terms. Adheres to all organizational SOPs and Compliance standards and provides subject matter input related to checklists and SOPs. Assists with operational input related to new process development, including identification, research, and resolution of operational issues, and provides training and mentoring for new team members, offshore, and contingent employee resources. Complies with ESI document and retention requirements. Provides exceptional service to clients. Collaborates cross-functionally and communicates effectively with necessary internal partners. Communicates issues and status clearly and timely to leadership teams. Maintains working relationships through collaboration with Account Management and clients for requirements intake and issue resolution; IT for system issues, setup, and testing; Product Teams to coordinate setup and resolve issues; Quality Teams for issue resolution and documentation; and Leadership Teams for initiative engagements and client health updates.

Requirements

• High School Diploma or GED required. Bachelor's degree preferred.
• 3+ years of relevant experience required.
• Strong knowledge of the healthcare and PBM industry and its products and services highly preferred.
• Detail-oriented with strong analytical and problem-solving skills.
• Ability to manage timelines and meet tight deadlines.
• Ability to adapt in a dynamic work environment and make independent decisions.
• Good organizational and prioritization skills with the ability to multitask.
• Demonstrated ability to work with other departments and teams to resolve issues.
• Experience with the use of ERP systems.
• Proficient computer skills including all Microsoft office applications required.
• Experience with data input and reconciliation.
• 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.

Nice To Haves

• Strong knowledge of the healthcare and PBM industry and its products and services highly preferred.

Responsibilities

• Executes client requests and inquiries in alignment with SLAs and other contractual terms.
• Monitors and triages client issues in alignment with SLAs and other contractual terms.
• Adheres to all organizational SOPs and Compliance standards and provides subject matter input related to checklists and SOPs.
• Assists with operational input related to new process development, including identification, research, and resolution of operational issues, and provides training and mentoring for new team members, offshore, and contingent employee resources.
• Complies with ESI document and retention requirements.
• Provides exceptional service to clients.
• Collaborates cross-functionally and communicates effectively with necessary internal partners.
• Communicates issues and status clearly and timely to leadership teams.
• Maintains working relationships through collaboration with Account Management and clients for requirements intake and issue resolution; IT for system issues, setup, and testing; Product Teams to coordinate setup and resolve issues; Quality Teams for issue resolution and documentation; and Leadership Teams for initiative engagements and client health updates.

Benefits

• Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs.
• We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees