Dedicated National Accounts Client Account Support Supervisor - Cigna Healthcare - Remote

📋 Description

• • As a Dedicated National Accounts Client Account Support Supervisor at The Cigna Group, you will play a pivotal role in leading and developing a team of approximately 15+ Customer Service Advocates. Your primary focus will be on empowering your team to cultivate and maintain strong, lasting relationships with our valued customers, ensuring an unparalleled service experience.
• • You will be instrumental in providing your team with the essential tools, comprehensive training, and ongoing support needed to excel in their roles. This includes proactively identifying and swiftly resolving any service delivery issues that may arise, and diligently working to remove any barriers that could hinder the delivery of exceptional customer service.
• • This leadership position demands a strong customer-centric mindset, a talent for motivating and inspiring your team, and the ability to effectively prioritize tasks and manage resources to meet operational demands.
• • You will foster a culture of continuous improvement, encouraging innovation and collaboration not only within your immediate team but also across various departments to ensure a seamless customer journey.
• • A key aspect of your role will involve partnering closely with senior leadership to conceptualize, develop, and successfully launch new initiatives and programs designed to enhance our service offerings and operational efficiency.
• • You will establish and clearly communicate performance expectations and standards, fostering a sense of accountability and driving high performance within the team.
• • You will collaborate with leadership to strategically align resource allocation with evolving operational needs and dynamic customer requirements, ensuring optimal team performance.
• • Leveraging key performance metrics, you will identify opportunities for improvement, closely monitor customer trends, and champion process enhancements to elevate the overall customer experience.
• • You will actively participate in technology strategy and implementation initiatives, working alongside technology partners and cross-functional teams to streamline processes and optimize system utilization for greater efficiency.
• • In partnership with leadership, you will contribute to critical HR functions including recruitment, onboarding, training, professional development, compensation planning, and performance management, all while actively promoting an inclusive environment that values diversity and equity.
• • You will collaborate with account leadership to strategically develop and grow new client offerings, contributing to the expansion and success of Cigna's national accounts portfolio.
• • You will be responsible for generating and delivering regular performance reports to leadership, providing clear insights into team achievements, identifying challenges, and proposing actionable solutions.
• • This role requires a deep understanding of Cigna's National Accounts, including benefits and claims across Medical, Dental, RX, Home Delivery, and CCF service areas, ensuring your team is equipped to handle complex customer inquiries.
• • You will be a key player in managing Performance Guarantee accounts, ensuring adherence to service level agreements and client expectations.
• • Your ability to navigate and utilize various Cigna systems, including Workday, Aceyus, OMD, VIPR, Verint, OneView, and TruCare, will be crucial for effective team management and operational oversight.
• • You will demonstrate a proven capability to build and leverage a strong network of internal and external stakeholders to facilitate operational support and drive issue resolution.
• • A passion for leading, developing, and motivating employees, coupled with an unwavering commitment to customer service excellence, is fundamental to success in this role.
• • You will be expected to drive organizational change and implement impactful process improvements that enhance efficiency and customer satisfaction.
• • The ability to manage projects end-to-end, with a focus on improving business outcomes, will be a critical component of your responsibilities.
• • Maintaining a high level of integrity and discretion in handling confidential client and company information is paramount.