Job description

Role Summary

The Operations Advisor will serve a critical role in the Customer Service Operations (CSO) Performance Excellence Team and will serve multiple job functions with respect to executing on our operational strategies. The Performance Excellence Team provides support to the CSO organization with strategic direction and support to ensure internal service/operational deliverables are met and operational excellence is achieved, including driving consistency in practices and continuity across business segments.

The Operations Advisor will report to the CSO Performance Excellence Leader and will work with CSO staff, operations leaders and matrix partners. This role is cross functional and will support the preparation and analysis of operational data as well as interpreting and making recommendations to enable strategies supporting all line of business within CSO (Internal and External).

The Operations Advisor will also have the responsibility of creating processes for organizing and streamlining both data and processes supporting CSO. This role will be supporting a diverse environment, ensuring that members of diverse groups are valued and treated fairly in all parts of the environment.

Responsibilities
Support Customer Service Operations (CSO) Performance Excellence Team with reporting and analytics
Design and build ad hoc reporting and analysis
Perform data research and analysis to support business operations and decision making, including investigating drivers and drawing meaningful conclusions to help guide and influence decisions
Recommend solutions to business problems based on analysis of data and business resources.
Lead efforts in maturing organizational and team reporting practices, tools and techniques
Be a CSO performance reporting subject matter expert including maintaining team documentation of reporting capabilities and approaches; spread knowledge across the team
Collaborate with Enabling Partners and critical function leaders in order to execute solutions for strategic business needs and drive consistency across the CSO organization. (Including but not limited to Training, Quality, IT, Claims, Client, etc.)
Be resourceful and utilize change management in working with matrix partners to create a supportive environment
Consult on and participate in the development of measurement strategies, tools, scorecards and surveys.
Participate in continuous improvement efforts, measure results and support sustainability
Partner with appropriate stakeholders and/or business owners to obtain accurate and reliable details to support continuous improvement needs
Act as a SME for Contact Resolution supporting the Performance Excellence Team and CSO Business Leaders. Help prepare leaders for Monthly Operations Reviews and business reviews, holding prep sessions, providing data and templates and compiling materials as necessary.
Seek involvement across multiple division initiatives to help with alignment of priorities and avoid duplicative tactical efforts.
Other strategic business initiatives or cross-functional project involvement as required.

Qualifications
High School Diploma or GED required. Bachelor Degree preferred
5+ years’ Healthcare experience within an Operations function with a focus on data and analysis required
Prior experience working with multi-channel, virtual operations business functions required
Strong verbal/written communications skills required
Intermediate to Advanced skills with MS Office, (Excel, PowerPoint and Word) required
Proven ability to create visual depictions of quantitative information (e.g., charts, graphs, etc.)
Exceptional organizational and time-management focus preferred
Demonstrated ability to work independently to ensure work is completed on time and accurately
Ability to relate to individuals at all levels of the organization required
Proven ability to understand, interpret data and information from others required
Ability to be productive and be a strong contributor with minimal guidance preferred

Desired Competencies
Communicates Effectively
Manages Complexities
Organizational Savvy
Strategic Mindset
Cultivates Innovation
Drives Results

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 79,200 - 132,000 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 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 Group .

About The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. 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.

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.

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