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VP, Client Operations-Benefit and Financial Services Leader - Phoenix, Denver, Chattanooga, Bloomfie

Description:
\ \ Not a Work at Home ? This is an in\-office opportunity and the selected candidate needs to be located in one of our Service Centers \( Phoenix, Denver, Chattanooga, Bloomfield, Bourbonnais\)
The Benefit and Financial Services Lead will provide leadership for the implementation of commercial client benefit selection for Client Operations\. The leader is responsible for strategic planning, process automation and direction to ensure the appropriate people, policies, and technologies are in place to facilitate benefit creation and access for all commercial membership across the National, Over 500 and U500 buyer groups\. This position will also be responsible for the performance of our Billing, Banking and Financial teams as they set\-up and maintain our financial protocols for our commercial client segment\. This position will also provide leadership for the Cigna Guided Solutions teams of Client Service Delivery and Shared Services\.
Responsibilities:
+ Develop the strategic direction and provide operational leadership for the Benefit and Financial Services team \(Plan Automation, Benefit Access, Contracts, Billing, Banking, Financial\)\. This also includes oversight and direction for the Client Service Delivery and Shared Services teams for Cigna Guided Solutions\.
+ Lead the organization that creates and maintains the benefit level selections for the commercial markets for Cigna\. All National, Over 500 and Under 500 business for both Medical and Dental plans will be built and maintained within the Benefits team\. The team supports over 20 million members and completes over 30k account builds each year\.
+ Accountable for Call and Claim Readiness and Contract/SPD creation for a dual platform environment ? Proclaim and Facets\. Must ensure that processes across both platforms are sound and that the team is fully functional at all times\. Oversight for client contract maintenance and compliance for all commercial client summary plan documents\.
+ Responsible for the integrity and performance of a multi\-platform, multi\-function unit located in multiple sites who build and maintain all of our commercial products and install and maintain our billing and reconciliation relationships for our commercial clients\. Additional responsibility for the performance and output of offshore analysts who support the same functions through a Global Service Partner relationship\.
+ Ensure Global Service Partner partnerships and strategies are maintained and developed in order to ensure continuous improvement across the organization\.
+ Maintain oversight of performance across the Global Service Partner space to ensure productivity and quality SLA?s are attained\.
+ Oversight for all Billing, Banking and Financial activities for the Commercial segment\. Accountable for over $30 Billion in receivables management\.
+ Oversight of the Client Service Delivery and Shared Services teams for Cigna Guided Solutions\. The Client Service Delivery Team is responsible for managing the client experience, employee stabilization and leading the BETS strategies within Cigna Guided Solutions\. The Shared Services includes the teams of IDS, QC, OE/R and oversight will include monitoring the overall efficiency of the Cigna Guided Solutions end\-to\-end delivery and deployment of improvement solutions\.
+ Responsible for overall account level claim hold and release process across Service Operations\. Ensure that we are appropriately tracking and communicating claim hold and release and prioritizing as needed\. Work in tandem with the Call and Claim Operations leads in Service Operations to communicate barriers to account release that may impact claim and call volumes\.
+ Ensure resource constraints due to internal and external influences on the business are remediated quickly without affecting customer requirements and expectations\. Ensure we are adequately staffed to respond to renewal cycles\.
+ Responsible for the leading the Benefit Utility and Contract Utility teams\. These teams lead the technical installation and remediation programs as well as support the enterprise projects for product innovation, enhancements, change and legislative requirements\.
+ Oversight of the technical coaches who support the front line staff and deep dive into system and process issues and questions\. Ensure that teams are fully supported through appropriate training and knowledge transfer is effective to support ongoing operations\.
+ Drive accountability for customer\-centric culture across the functional organization to ensure client issues and expectations are met\.
+ Ensure sound operations management practices are in place and continuously evaluated to drive quality and performance of the unit\.
+ Establish rapport and build partnership with internal leaders and stakeholders that impact and are impacted by the work of the Benefit and Financial teams\. Work closely with other Client Operations Leads to ensure account level data is appropriately communicated\.
+ Guides and leads people initiatives \(in partnership with HR\) including compensation planning, performance management, staffing and employee relations concerns/issues, employee recruitment, training, teaming and employee development\.
+ Ensures direction and performance of the team meets enterprise goals and is consistent with installation timing expectations of clients\.
Qualifications:
+ Bachelor?s degree or relevant work experience\.
+ 10 years of relevant related work experience required including leadership of broad, multi\-function operations and/or service organizations\.
+ Proven experience as a change agent and leader with a focus on people outcomes\.
+ 5 years leading in a direct or matrix environment with an offshore engagement and working with global populations\. Must have the ability to understand and influence BPO relationships and ensure we are driving compliance, performance and innovation through the engagement\.
+ Experience developing service delivery and technology strategy\.
+ Ability to develop solid working relationships and establish a high level of credibility across functions, geographies, and lines of business required\.
+ Able to effectively leverage business and organizational knowledge within and across functions\.
+ Proven track record of relationship building and management skills within and across organizations\. Able to coach direct reports to improved levels of performance\.
+ Experience in expense management with ability to understand operational impacts\.
+ Demonstrated skill in Motivating Others, Managing Vision and Purpose, Dealing with Ambiguity, Organizational Agility, and Conflict Management required\.
+ Able to travel 25% or more within the United States\.
Primary Location: Phoenix\-Arizona
Other Locations: United States\-Colorado\-Denver, United States\-Connecticut\-Bloomfield, United States\-Illinois\-Bourbonnais, United States\-Tennessee\-Chattanooga
Work Locations:
Job: Bus Ops\-\-Operations Mgmt \(Bus\)
Schedule: Regular
Shift: Standard
Employee Status: Manager of Managers
Job Type: Full\-time
Job Level: Day Job
Travel: Yes, 25 % of the Time
Job Posting: Aug 14, 2018, 8:59:36 AM
Qualified applicants will be considered for employment without regard to age, race, color, religion, national origin, sex, sexual orientation, gender identity, disability, veteran status\. Need an accommodation? Email: SeeYourself@cigna\.com


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