The job profile for this position is Client Account Support Advisor, which is a Band 4 Senior Contributor Career Track Role.

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Job Purpose

The PBM Operations Commercial New Client Implementation team is a group of client account support professionals responsible for successfully managing and delivering strategic implementation projects while driving client/customer focused problem resolution and influencing/leading process improvement.

As an Implementation Manager on the Commercial New Client Implementations team, you are responsible for end-to-end management of implementation project delivery with strong emphasis on project management, process and product knowledge and internal and external communications. This role is involved in all aspects of implementations on a day-to-day basis including all client meetings and discussions, leading topics and guiding decision making with the client.

The role is tasked with achieving business results through consistent customer-centric service delivery, operational excellence, and effective partnership with cross-functional colleagues and external consultants, coalition partners and clients.

The role exists within a fast-paced and dynamic team of highly supportive implementation and operations specialists and leaders whose focus is to collaborate and empower each other to deliver complex setups on time and without issue in order to best position our clients, their members and those who support them for success.

Essential Responsibilities

• Lead or co-lead implementation of new client accounts including project plan management and status reporting, intent gathering, setup case submission, and overall client relationship management through project delivery and transition to the client service team. The role is client facing.

• Work directly with clients, consultants, coalition partners, Sales, Client Service Teams, Operations and Product partners to ensure delivery of client contractual requirements and to manage expectations driving overall client satisfaction.

• Communicate status and risk to appropriate client and Express Scripts leadership. 

• Represent New Client Implementations through the sales process including participation in Finalist opportunities to demonstrate to clients how their objectives are met through the implementation. Finalist opportunities may be virtual or in-person at a client site.

• Support team development and effectiveness by engaging with peers and leadership in knowledge sharing, training and special projects.

• Demonstrate Cigna values – including teamwork and enterprise mindset – to support a high performance culture.

• Work with team leadership to identify opportunities for process improvement within the tools we use and the implementation processes including those coordinated with our internal partners.

Skills and Attributes For Success

• Critical thinker with project management experience and proven ability to lead and manage multiple projects simultaneously 

• Demonstrated ability to coordinate resources cross-functionally to resolve complex issues and deliver results on behalf of our partners and clients

• Ability to work effectively in a dynamic team-based environment, learn quickly, solve problems and make decisions with minimal supervision

• Willingness to work a flexible schedule during high-volume periods to accommodate business requirements

Qualifications

• Bachelor degree and/or 3 - 8 years relevant experience

• Project management experience required

• Knowledge of PBM products and processes preferred

• Experience in working with sales, service and/or directly with clients, brokers, consultants and/or vendors required

• Excellent verbal and written communication skills, including the ability to clearly and openly communicate status, issues/risks, and challenges presented to project, as well as ability to create clear and concise presentations

• Demonstrated ability to prioritize and manage work load and meet project deadlines in complex situations

• Strong problem solving and critical thinking skills with situational awareness

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.Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.