Client Service Advocate (Remote)

Cigna; New London (CT); Remote; USD 55,000 - 93,000; Full time

Job summary

A leading health services organization is seeking a Client Service Advocate in Connecticut to support account management related to Supplemental Health products. Responsibilities include addressing client inquiries, maintaining oversight of service delivery, and collaborating with Account Executives. The ideal candidate has a degree, experience in customer service, and strong communication skills. Competitive salary between $55,300 and $92,100, along with comprehensive benefits.

Benefits

Medical, vision, and dental benefits

401(k) with company match

Tuition reimbursement

Paid time off and holidays

Qualifications

• Minimum of 4 years' experience in client/customer service insurance environment.
• Working knowledge of insurance products preferred.
• Self-motivated with a take charge attitude.

Responsibilities

• Support Account Executives with client inquiries.
• Interact professionally with clients and brokers.
• Manage requests within internal systems.

Skills

Client/customer service experience

Communication skills

Problem-solving skills

Attention to detail

Organizational skills

Education

BA/BS Degree or equivalent

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Access

Job description

Overview

The Client Service Advocate is a support role directly aligned to the Supplemental Health Account Executive Team responsible for supporting all aspects of account management related to Supplemental Health products (Accidental Injury, Critical Illness, Hospital Care) for all market segments. Overall responsibility is to support the Account Executive by assisting in the day-to-day functions needed to maintain a best in class customer experience. The role will have external facing responsibilities with Clients and Brokers on client inquiries and resolving issues. Knowledge of operating tools is critical, attention to detail, accuracy and ability to work under tight time constraints are necessary.

Responsibilities

• Support Account Executives with incoming inquiries from existing clients and brokers. Gather critical information, swiftly assess type of inquiry and the level of complexity and determine to process or direct the work to the appropriate teams for resolution.
• Interact professionally with clear, effective communication and set the appropriate expectations on timeline of deliverables. Provide updates to client and Account Executives on status and resolution.
• Leverage internal resources and use independent judgement and discretion to resolve complex client inquiries and solve non-routine problems, which ensure client satisfaction with products and services.
• Manage and monitor requests within internal systems and refer changes to the appropriate support team, while still maintaining oversight of delivery for timeliness and accuracy.
• Develop and maintain effective business partnerships to ensure service issues are managed proactively; communicated clearly, accurately and effectively with all business partners.
• Coordinate with internal business partners to ensure client needs are met and potential problems are averted.
• Partner with Account Executives to support the preparation of client materials to educate, train and inform on benefits, services, and self-administration tools for billing and reporting.
• Participate in regularly scheduled feedback and information exchange sessions with key business partners. Collaborate with other Client Service Advocates to determine, operationalize, and manage change/adoption of best practices across the book of business.
• Support Account Executives and Sales team in achieving their business goals and objectives in persistency, profitability and growth.

Qualifications

• BA/BS Degree or equivalent previously related work experience; minimum of 4 years’ experience in client/customer service insurance environment.
• Working knowledge of insurance products (Accidental Injury, Critical Illness and Hospital Care) preferred.
• Self-motivated individual with the ability to multi-task, manage and resolve issues with a take charge attitude to support client needs.
• Ability to navigate and develop relationships with all internal business partners.
• Demonstrate active listening, written, and verbal communication and presentation skills.
• Excellent organizational and time management skills with a strong attention to detail.
• Effective collaboration and problem-solving skills required.
• Strong working knowledge of Microsoft Outlook, Word, Excel, PowerPoint, Access and Internet Explorer are required.

Compensation and Benefits

For home-based work, internet connection must be a cable broadband or fiber optic service with speeds of at least 10 Mbps download / 5 Mbps upload. Salary is anticipated at 55,300 - 92,100 USD per year, depending on experience and geographic location. This role is anticipated to be eligible for an annual bonus plan. Benefits include medical, vision, dental, well-being and behavioral health programs, 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. More details are available in Life at Cigna Group.

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. 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: [e-mail] for support. Do not email [e-mail] 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.