Dedicated National Accounts Client Account Support Supervisor - Cigna Healthcare - Remote

The Cigna Group

17h • Remote

About The Position

The Dedicated Client Account Support Supervisor leads and develops a team of about 15+ Customer Service Advocates, focusing on enhancing their ability to build strong customer relationships. The role involves providing tools and training, identifying and resolving service delivery issues, and removing barriers to exceptional customer service. Key competencies include customer orientation, team motivation, prioritization, and fostering continuous improvement and collaboration across departments. The supervisor also partners with leadership to create and launch new initiatives and programs.

Requirements

• Minimum High School Diploma or GED, required, bachelor’s degree preferred.
• A minimum of 5+ years of customer service or advocacy experience, Required
• 5+ years of experience with Cigna National Accounts, including benefits and claims, specifically in Cigna Medical, Dental, RX, Home Delivery, and CCF service areas, required.
• Experienced in managing Performance Guarantee accounts, required
• System knowledge and experience including, but not limited to, Workday, Aceyus, OMD, VIPR, Verint, OneView and TruCare, required.
• Demonstrated leadership abilities in growing, developing, and ensuring team success, required.
• Passion and experience in leading, developing, and motivating employees with a strong commitment to customer service excellence, required.
• Excellent verbal and written communication, and interpersonal skills, required.
• Demonstrated ability in managing projects end-to-end to improve business outcomes, required.
• High level of integrity and discretion in handling confidential information, required
• 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

• Proven capability to build and leverage a strong network for operational support and issue resolution, preferred.
• Ability to drive organizational change and implement process improvements, preferred.

Responsibilities

• Provide effective leadership and guidance to Advocates through regular meetings and actionable feedback, fostering a culture of recognition and continuous improvement.
• Establish and communicate clear expectations and standards to promote accountability within the team.
• Work with leadership to align resource allocation with operational and customer requirements.
• Use performance metrics to identify improvement opportunities, monitor customer trends, and drive process enhancements.
• Participate in technology strategy and implementation initiatives alongside technology partners and cross-functional teams to optimize efficiency.
• Collaborate with leadership on recruitment, onboarding, training, development, compensation planning, and performance management while promoting an inclusive environment valuing diversity.
• Partner with account leadership to develop and grow new client offerings.
• Generate and deliver routine performance reports to leadership, highlighting achievements, challenges, and proposed actions.

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