Log In
Sign Up
Leads the business and technology issue resolution process for the Cigna Individual and Family Plan Segment. Directs the work of business analysts/specialists. Directs business and IT matrix partners involved in the evaluation of systems requirements and/or the development of new procedures/processes/or policy solutions to address highly complex business and technical issues. Assesses the impact and implications of production problems from a cost, efficiency, contractual, legal and/or regulatory standpoint. Establishes priorities according to business impact and monitors progress of the determination of requirements, resolution development and implementation and verifications plans of production fixes. Analyzes and measures the effectiveness of existing issue resolution processes and develops sustainable, repeatable and quantifiable process improvements. Identifies and facilitates tracking, reporting, production monitoring, and issue resolution process improvements. Provides measurement and cost savings support (development, reporting, validation and improvement) for issue impact and workarounds. Coordinate with project managers, level two and three IT production support leaders/teams, severe incident management teams, and application development leaders/teams across multiple application solution groups and vendors. Has responsibility for people management of the IFP level one business production support team. This role ensures the appropriate prioritization and execution of issue resolution according to customer impacts and key business priorities while facilitating adherence to service level agreements, and providing clear and timely communication of business impact to all key matrix partners
Major Duties and Responsibilities:
Accountable for defining and socializing the various escalation processes for multiple work efforts including issue tickets, root cause analysis, and /or escalated Workarounds.
Communicate on all high priority issues across the organization to allow the evaluation of market success, reduce customer and operational disruption, and ensure the production support process is streamlined.
Accountable for facilitation and communication of issues defined with managed and sourced services, working with vendor partners to define impact across IT and business, and bring to resolution.
Prioritize internal and vendor technical defects across all critical lines of business for the IFP segment.
Establish and maintain synergies between IT and Operations that ensures the delivery of the segment’s most critical defects in a timely manner as well as reduce risk and process redundancies.
Provide strategic oversight and support for all vendor-related production issues, collaborating to develop and implement real-time solutions to critical customer impacting issues.
Ensures the delivery of reports/metrics, comparing actuals vs. SLAs, and driving process improvements to provide continual improvement with our Vendor relationships.
Develop and maintain partnerships across multiple vendors and internal organizations, acting as a liaison between business and IT groups.
Comfortable negotiating with and presenting to IT and business executives.
Deliver business checkout, validation, and regression testing for defects during and after monthly internal and external scheduled deployments.
Partner with Privacy Office, Compliance, and Legal teams as well as responsible business area on root cause and clean-up efforts for privacy issues, implementing complete solutions that remove enrollment and claim risk while adhering to all legislative requirements and mandates.
Drive defect validation efforts post-deployment and communicate completion and success rates, ensuring cross-segment accountability and continuously improved results each iteration.
Ensure access requests are properly vetted and implement audit controls for eight vendor owned applications.
Lead critical technical initiatives for the business, creating new efficiencies and increased data security.
For this position, we anticipate offering an annual salary of $101,400 – $169,000, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus plan.
Helping our customers achieve healthier, more secure lives is at the heart of what we do. While you take care of our customers, we’ll take care of you through a comprehensive benefits program that helps you be at your best. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and best in class 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 dozens of corporate discounts on essentials you use every day. For more details on our employee benefits programs, please visit the “Life at Cigna” tab on our careersite: www.cigna.com/careers
About Evernorth
Evernorth, Cigna Corporation’s health services segment, exists to elevate health for all. We’re building on our legacy and redefining health care as we know it. Unbiased in how we think, we create without limitation. We partner without constraints, deliver value differently and act in the interest of humanity. Solving across silos, closing gaps in care, and empowering clients, customers, and people everywhere to move onward and upward. When you work with us, you’ll be empowered to solve the problems others don’t, won’t or can’t. Join us. What difference will you make?
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.
Cigna 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.
