Sr. Account Manager, Regulated Markets - Express Scripts - Hybrid
About The Position
The Sr. Account Manager is a key member of the core client account team and is responsible for ensuring clients and patients receive superior service. This role manages day-to-day client relationships and is accountable for satisfaction and retention across an assigned book of business. The Sr. Account Manager oversees core service delivery by working cross-functionally with operational teams, proactively reviewing performance metrics, and using available technology, tools, processes, and resources to anticipate and exceed client needs. The role collaborates with Account Directors on client activity, expectations, and service needs. The position focuses primarily on regulated lines of business. It can be filled at any Cigna/Evernorth multifunction office location and is described as hybrid. Overnight travel of up to 20% may be required. For occasional or permanent work from home, a cable broadband or fiber-optic connection with at least 10 Mbps download and 5 Mbps upload is required.
Requirements
- Bachelor’s degree in a related field or 11 or more years of experience.
- Five or more years of relevant experience with a bachelor’s degree, or a master’s degree and three or more years of relevant experience.
- Excellent PC skills, including Microsoft Office and internet experience.
- Excellent verbal and written communication and presentation skills.
- Strong analytical and problem-solving skills.
- Strong focus on book-of-business client satisfaction and client retention results.
- Demonstrated ability to manage projects using proven project management processes.
- Ability to travel overnight up to 20%.
- For occasional or permanent work from home, internet service must be cable broadband or fiber optic with speeds of at least 10 Mbps download and 5 Mbps upload.
Nice To Haves
- At least two years of prior Account Manager experience working with PBM clients is highly preferred.
- Regulated Market experience is preferred.
- Experience simultaneously supporting multiple projects or initiatives and navigating multiple stakeholder groups to achieve intended outcomes is preferred.
Responsibilities
- Manage day-to-day client relationships using comprehensive knowledge of each client’s benefit plan and product offerings.
- Interact daily with clients, consultants, and producers, providing preventative consultation, analysis, and issue resolution related to core services.
- Manage and execute client benefit requests accurately and on time, including benefit changes, product upsells, new groups, terminations, and escalated issues.
- Manage new-group and specific-product implementations, including establishing and leading internal meetings to support collaboration, attention to detail, timelines, and quality standards.
- Lead client-centric team meetings to review operational performance against client expectations and needs.
- Present operational performance metrics to clients monthly and/or quarterly, comparing specific measures with the book of business to support client satisfaction, retention, and upsell opportunities.
- Work cross-functionally to communicate proactively and resolve issues with urgency.
- Collaborate with Account Directors on client activity, expectations, and service needs.
Benefits
- Annual bonus plan eligibility.
- Medical benefits.
- Vision insurance.
- Dental insurance.
- Well-being and behavioral health programs.
- 401(k).
- Company-paid life insurance.
- Tuition reimbursement.
- At least 18 days of paid time off per year.
- Paid holidays.
- Leaves of absence.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
