Job Overview
Location
United States Work at Home
Job Type
Full-time
Category
DevOps
Date Posted
June 3, 2026
Full Job Description
đź“‹ Description
- • Proactively monitor, triage, analyze, and escalate Issue Management Team (IMT) tickets within the Client Service Delivery organization.
- • Review tickets to fully understand the nature of the issue and determine the appropriate next steps for resolution.
- • Identify and engage key stakeholders or cross-functional teams required to resolve each issue efficiently.
- • Partner with operational departments to research, investigate, and resolve escalated client and member-facing issues.
- • Facilitate meetings with cross-functional stakeholders to align on issue resolution strategies and timelines.
- • Clearly and consistently document all activities, decisions, and next steps related to issue resolution for audit and knowledge retention.
- • Assist in building, refining, and maintaining operational procedures and documentation to improve issue management workflows.
- • Manage and track departmental and cross-functional projects, ensuring timely delivery and accurate reporting to management.
- • Ensure production levels and service targets are met through effective processing controls and proactive issue mitigation.
- • Prepare and review key operational statements and documents related to business operations and key accounts.
- • Gather results and compile reporting for distribution to clients and internal leadership.
- • Work autonomously with minimal supervision, applying in-depth professional knowledge to adapt techniques and procedures as needed.
- • Demonstrate strong critical thinking and problem-solving skills to resolve complex, ambiguous, or high-priority issues.
- • Maintain high standards of customer service, technical accuracy, and analytical rigor in all task execution.
- • Adapt to peak periods throughout the year, including working evenings, weekends, or holidays as required.
- • Demonstrate the ability to enter situations without being a subject matter expert and ask insightful, curious questions to drive resolution.
- • Utilize MS Excel, PowerPoint, and Word to analyze data, create reports, and communicate findings effectively.
- • Ensure compliance with all operational standards and service level agreements in issue resolution processes.
- • Support continuous improvement initiatives by identifying trends, inefficiencies, and opportunities for process optimization.
🎯 Requirements
- • High School Diploma or GED required
- • 3+ years of relevant experience in pharmacy, PBM, or healthcare industry required
- • Proficiency with MS Excel, PowerPoint, and Word required
- • Strong critical thinking and problem-solving skills required
- • Excellent oral and written communication skills required
- • Willingness to work additional hours during peak implementation periods including evenings, weekends, and holidays required
🏖️ Benefits
- • Annual salary range of $62,600 - $104,300 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
- • Remote work environment with home internet requirement of at least 10Mbps download/5Mbps upload
Skills & Technologies
Express
Fiber
Senior
Onsite
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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