Operating Effectiveness Advisor - Evernorth Health Services - Remote

The Cigna Group

Job Overview

Location

United States Work at Home

Job Type

Full-time

Full Job Description

📋 Description

• Analyze customer issues, complaints, and escalations within Home Delivery Pharmacy operations to identify recurring themes, operational gaps, and root causes impacting member experience.
• Review and interpret customer experience feedback from surveys and qualitative inputs to surface trends, risks, and improvement opportunities tied to pharmacy service delivery.
• Contribute to performance monitoring by translating complex data and insights into clear, actionable findings that drive business process improvements and operational efficiency.
• Own and support the end-to-end tracking of escalated pharmacy issues, ensuring timely follow-up, resolution, and transparent communication to stakeholders.
• Monitor escalation workflows across Home Delivery Pharmacy operations to proactively identify aging issues, systemic risks, and potential blockers requiring intervention.
• Coordinate cross-functional engagement with pharmacy, medical, customer service, clinical, and reliability teams to resolve escalations and remove operational barriers.
• Triage and classify escalated issues to distinguish between isolated incidents and systemic operational challenges, ensuring appropriate ownership and accountability.
• Support centralized governance of escalations by maintaining clear issue lifecycle tracking, ownership assignment, and follow-through mechanisms.
• Identify process inefficiencies, friction points, and risks affecting customer experience in home delivery pharmacy services and recommend preventive solutions.
• Conduct root cause analysis and partner with operational teams to develop and implement process improvements that reduce member friction and enhance service quality.
• Translate structured and unstructured data into concise reports, summaries, and dashboards that communicate performance trends and customer insights to stakeholders.
• Ensure data accuracy, consistency, and clarity in all reporting outputs used for operational decision-making and performance management.
• Partner with cross-functional teams across pharmacy, medical, and customer service functions to support integrated care and performance improvement initiatives.
• Provide advisory input in working sessions, forums, and reviews to represent customer experience perspectives and frame opportunities for action.
• Communicate findings, recommendations, and progress updates to stakeholders in a structured, clear, and actionable manner.
• Support initiatives focused on personalization, communication, ease of use, and support for members receiving medications via home delivery.
• Contribute to operational reliability and problem management efforts within the Home Delivery Pharmacy space under guidance from senior team members.
• Work remotely with a required internet connection of at least 10Mbps download and 5Mbps upload speed.

🎯 Requirements

• Bachelor’s degree in business, analytics, healthcare, or related field
• 2–5 years of experience in analytics, customer experience, operations, or healthcare/pharmacy domain
• Experience working with customer experience data, issues, and feedback to support operational improvements
• Ability to identify patterns and trends within structured and unstructured data
• Experience collaborating with cross-functional teams in a support or contributing capacity
• Experience working with data, reporting tools, and dashboards

🏖️ Benefits

• Annual salary range of $93,200 – $155,400 USD
• Eligibility for an annual bonus plan
• Medical, vision, dental, and well-being/behavioral health benefits starting on day one
• 401(k) plan with company contribution
• Company-paid life insurance
• Tuition reimbursement
• Minimum of 18 days of paid time off per year
• Paid holidays

Skills & Technologies

Fiber

Onsite

Degree Required

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The Cigna Group

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About The Cigna Group

The Cigna Group is a global health services company formed in 1982 through the merger of Connecticut General and INA Corporation. It provides medical, dental, disability, life and accident insurance, pharmacy benefit management, and behavioral health services to employers, individuals and government entities. Headquartered in Bloomfield, Connecticut, the company operates in over 30 countries and jurisdictions, serving more than 180 million customer relationships worldwide through its subsidiaries and affiliates.

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