Operations Director - Remote (cigna)

Job Description

The HCSC Operations Director will be responsible for the delivery and execution of the client and contractual requirements.  This individual will provide leadership and operational oversight to the Client Service Team (CST).  This role is accountable to ensure service excellence on behalf of HCSC across all Cigna departments and serves as an escalation point for their team and cross-functional partners.  Responsibilities include, but are not limited to, ensuring the team proactively delivers and communicates the effectiveness of Evernorth and Cigna core services, monitor trends, coordinates timely issue resolution and drive service excellence. Utilizes in-depth professional knowledge and experience to set team goals which align with functional strategy.

Essential Functions

• Coach, mentor and support the development of the Client Service Team (CST).
• Drive service excellence on behalf of HCSC and business division; proactively support, supervise and oversee the team to ensure day-to-day core service deliverables are met.
• Serve as a point of escalation for the team on issues of service breakdown or operational concern; act as a liaison to the various internal partners to ensure efficient, effective resolution; provide proactive consultation related to service opportunities.  Identify and champion process improvement initiatives when applicable to support client growth and retention.
• Translate broad theories and strategies into clear, actionable objectives; champion cross functional initiatives; communicate progress and key milestones to appropriate internal partners and key divisional business leaders.
• Works with internal and external business partners to ensure that account expectations are met.

Responsibilities

• This role will be highly cross-functional in nature and will be expected to manage multiple scopes of work and teams to support our client and contractual agreements.
• Works with internal and external business partners to ensure that account expectations are met.
• Anticipates internal and/or external business challenges and/or regulatory issues; recommends process, product or service improvements.
• Solves unique and complex problems that have a broad impact on the business.
• Possesses industry-wide authority and represents the organization externally.

 

Qualifications

• Bachelor’s degree strongly preferred (MBA a plus). 
• Demonstrated experience negotiating and managing contracts with utmost integrity.
• Strong project management skills. Superior written and verbal communication and presentation skills. PC skills including Microsoft Word, Excel, and PowerPoint.  
• Working knowledge of financials. 
• Negotiation and leadership skills are essential. 
• Superior analytical and problem-solving skills.
• Excellent organization skills. Experience leading client meetings.
• Ability to develop strategic work plans and assess opportunities to grow profitable business. 
• Ability to assess program metrics and financials. 
• Strong critical thinking skills with the ability to identify issues, determine root cause, and develop remediation plans. 
• Demonstrated ability to adapt in a dynamic work environment. 
• Experience leading cross-functional initiatives, teams and acting in a mentor capacity. 
• Demonstrated ability to work with other departments to collaborate, facilitate and resolve issues and be able to develop customized solutions to meet business requirements. 
• Ability to prioritize work and make independent decisions. 
• Ability to meet deadlines, and document progress on projects as required. 
• Must be willing to travel 20% of the time.

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.

For this position, we anticipate offering an annual salary of 130,300 - 217,100 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus and long term incentive plan.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna.

About Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.

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.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

Cigna has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.