Customer Service Analyst - Remote

The Cigna Group

3d • $22 - $33 • Remote

About The Position

The Customer Service Operations Analyst serves as a strategic partner to line-of-business leadership, providing reporting, analytics, and performance insights related to Centene Pharmacy Help Desk (PHD) operations—including override entries, prior authorizations, and performance guarantee support. This role helps streamline operational processes across the Operations function and GSP, supports program and project execution, and contributes to departmental planning and goals.

Requirements

• High School Diploma or GED required.
• Experience in Operations and Centene Pharmacy Help Desk preferred.
• Strong skills in reporting and data analysis.
• Excellent verbal and written communication skills, with the ability to engage all levels of leadership.
• Proficiency in Excel, PowerPoint, Word, and Outlook.
• Highly organized self-starter with strong independent work skills, attention to detail, and the ability to manage multiple priorities.
• Curious mindset with strong problem-solving abilities and a drive to identify opportunities for improvement.
• 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.

Nice To Haves

• Experience in Operations and Centene Pharmacy Help Desk

Responsibilities

• Deliver data, reporting, and insights to business leaders, highlighting performance against KPIs and operational metrics.
• Identify trends, performance gaps, and improvement opportunities; develop recommendations and present findings to reporting and business partners.
• Collaborate with training, coaching, and workforce management teams to address trends and drive operational enhancements.
• Provide timely analysis to internal stakeholders on escalated concerns, including root cause identification and failure-point analysis.
• Train, mentor, and support team members on technical processes, quality standards, and best practices.
• Develop business-facing materials, presentations, and performance summaries for leadership review.
• Serve as a liaison and point of escalation for complex issues, ensuring timely and effective resolution.
• Advocate for business needs and strengthen partner relationships across the organization.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED