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.
Functions:
- Execution of client’s requests and inquiries in aligned to SLAs and other contractual terms.
- Monitoring and triaging of client issues aligned to SLAs and other contractual terms.
- Routine communication directly with client
- Adherence to all organizational SOPs and Compliance standards; provide subject matter input as it relates to checklists and SOPs
- Assist with operation input related to new process development; identification, research and resolution of operational issues; provide training and mentoring for new team members, off-shore and contingent employee resources.
- Comply with ESI document and retention requirements.
Scope of Job:
- Provide exceptional service to clients.
- Cross-functional collaboration & communication with necessary internal partners
- Clear and timely communication of issues and status to leadership teams
Working Relationships
- Account Management – As needed – Requirements intake and resolution of issues
- Clients – As needed – Requirements intake and resolution of issues
- IT – As needed – Systems issues, setup, and testing
- Product Teams – As needed – Coordinate set-up, resolution of issues
- Quality Teams – As needed – Issue resolution and documentation
- Leadership Team – As needed – Initiative engagements and client health updates
Minimum Qualifications:
- High School Diploma required Bachelor’s degree preferred.
- Years of Experience:
- 3 or more years of experience preferred in pharmacy benefits management industry with benefits set up knowledge.
- Computer Skills:
- Microsoft Excel/PowerPoint/Word required
- Outlook required
- Excellent verbal and written communication and presentation skills highly desirable
- Strong analytical problem solving skills preferred
Knowledge and Abilities:
- Knowledge of the health care and PBM industry and its products and services
- Detailed oriented with strong analytical and problem solving skills
- Ability to manage timelines and meeting tight deadlines
- Ability to adapt in a dynamic work environment and make independent decisions
- Good organizational, prioritizing skills and ability to multi-task
- Strong customer service focus
- Demonstrated ability to work with other departments/teams to resolve issues
- Experience with use of ERP systems
- Experience with data input and reconciliation
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.
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 require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] 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.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.
