The responsibilities of an Operations Lead Analyst include monitoring daily request execution, reporting, and issue triaging for one or more owned client(s) upon request. Identifying operational or productivity enhancements, barriers, and opportunities for configuration and workflows. The Operations Lead Analyst will provide project and administrative support to leadership teams or Operations Advisors through escalation of issues, risks, and concerns as needed. Provides support to assigned projects by responding to inquiries or resolving complex issues using independent judgment, discretion, and general client knowledge. Routine communication of risk and status of owned clients and processes to leadership teams.
What you'll do to make a difference:
Executes client requests and inquiries in alignment with SLAs and other contractual terms.
Monitors and triages client issues in alignment with SLAs and other contractual terms.
Adheres to all organizational SOPs and Compliance standards and provides subject matter input related to checklists and SOPs.
Assists with operational input related to new process development, including identification, research, and resolution of operational issues, and provides training and mentoring for new team members, offshore, and contingent employee resources.
Complies with ESI document and retention requirements.
Provides exceptional service to clients.
Collaborates cross-functionally and communicates effectively with necessary internal partners.
Communicates issues and status clearly and timely to leadership teams.
Maintains working relationships through collaboration with Account Management and clients for requirements intake and issue resolution; IT for system issues, setup, and testing; Product Teams to coordinate setup and resolve issues; Quality Teams for issue resolution and documentation; and Leadership Teams for initiative engagements and client health updates.
What you need to be successful:
High School Diploma or GED required. Bachelor's degree preferred.
3+ years of relevant experience required.
Strong knowledge of the healthcare and PBM industry and its products and services highly preferred.
Detail-oriented with strong analytical and problem-solving skills.
Ability to manage timelines and meet tight deadlines.
Ability to adapt in a dynamic work environment and make independent decisions.
Good organizational and prioritization skills with the ability to multitask.
Demonstrated ability to work with other departments and teams to resolve issues.
Experience with the use of ERP systems.
Proficient computer skills including all Microsoft office applications required.
Experience with data input and reconciliation.
This role is also anticipated to be eligible to participate in an annual bonus plan.
At The Cigna Group, 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), 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, click here.
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 need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.
The Cigna Group 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.