Clinical Program Lead: Custom Implementations & Operations

Cigna Healthcare; New York (NY); Remote; USD 106,000 - 177,000; Full time

Benefits offered by this job

Annual bonus plan

Health, vision, dental benefits

401(k) plan

Job summary

The Cigna Group is seeking a Clinical Program Manager, Custom Implementation & Operations Support Services, to lead Clinical Program Advisors and analysts in supporting clinical program operations, custom client implementations, specialty programs, and process improvements.

The role partners across clinical, implementation, product, technology, business, and Global Service Partners to translate requirements into effective operational solutions and drive continuous improvement through automation

Qualifications

• Pharmacy degree (BSPharm or PharmD) and an active pharmacist license.
• 5+ years in healthcare, PBM, clinical operations, or related field.
• Experience supporting custom client programs in PBM or clinical operations.
• Strong leadership and matrix-management experience.
• Excellent verbal and written communication skills.

Responsibilities

• Lead, coach, and develop clinical operations analysts and support resources.
• Oversee Clinical Operations Support Services, Specialty, Analyst Support Services, and Custom Support Services activities.
• Manage operational support for specialty programs, Pathwell, preventive programs, and other high-maintenance clinical initiatives.
• Lead the development of new operational processes for products and projects, establish sustainable maintenance models, and transition ongoing ownership to the appropriate operational teams.
• Partner with matrix stakeholders to gather requirements, assess operational impacts, and develop implementation approaches.
• Drive continuous improvement by identifying and leveraging automation and AI solutions to enhance team efficiency, data quality, workflow optimization, and operational scalability.
• Oversee and support Rx Configuration PBAB requests responsible for exception review, consultation, risk and feasibility assessment.
• Ensure accurate and timely execution of custom client requests, utilization management setups, drug list maintenance, and operational support services.
• Develop and maintain standard operating procedures, job aids, governance processes, and team documentation.
• Manage issue resolution, escalations, risk identification, and corrective action plans.
• Collaborate with technology, product, implementation, and operational partners to support new products, enhancements, and strategic initiatives.
• Support audit readiness, quality reviews, compliance activities, and operational controls.
• Monitor operational performance, service levels, capacity, and workload distribution.
• Lead cross-functional projects and organizational initiatives.
• Identify staffing, training, and development needs while building team capabilities and reducing key‑person dependencies.
• Foster a culture of collaboration, accountability, adaptability, innovation, and continuous improvement.

Skills

Leadership

Project management

Analytical

Communication

Stakeholder management

Education

BSPharm or PharmD

Active pharmacist license

Tools

Microsoft Office

Job description

The Cigna Group is seeking a Clinical Program Manager, Custom Implementation & Operations Support Services, to lead Clinical Program Advisors and analysts in supporting clinical program operations, custom client implementations, specialty programs, and process improvements.

The role partners across clinical, implementation, product, technology, business, and Global Service Partners to translate requirements into effective operational solutions and drive continuous improvement through automation