Customer Resolution Supervisor - CuraScript SD - Hybrid-Lake, Mary, FL

Cigna; Florida; Remote; USD 90,000 - 130,000; Full time

Job summary

Evernorth Health Services, a division of The Cigna Group, is seeking a senior leader to supervise a team of Customer Resolution professionals and own the escalation lifecycle.

You will drive investigations into pricing discrepancies, contract interpretation, service disruptions, and billing issues, coordinate cross‑functional resolution efforts, and mentor staff to uphold SLAs and high customer satisfaction.

Qualifications

• Bachelor's degree or higher in a related field.
• 3+ years of leadership experience.
• 5+ years in customer resolution, customer service, sales operations, account management, or healthcare operations.
• Experience managing escalations and complex customer issues.
• Strong analytical and problem-solving skills.
• Advanced proficiency in Microsoft Excel, PowerPoint, Outlook, and Teams.
• Excellent verbal and written communication skills.

Responsibilities

• Supervise, coach, and develop a team of Customer Resolution professionals.
• Serve as the primary escalation point for high-priority customer concerns and lead investigations into pricing, contract interpretation, service disruptions, and billing issues.
• Coordinate resolution efforts across multiple departments to ensure customer commitments are met.
• Facilitate command center activities for critical customer incidents when needed.
• Create and maintain escalation workflows, SOPs, and resolution protocols; monitor SLA adherence and report on metrics.
• Collaborate with Sales, Pricing, Contracting, Operations, Finance, Legal, and Customer Service teams; participate in meetings and executive reviews.

Skills

Team leadership

Customer resolution

Escalation management

Data analysis

Process improvement

Communication

Education

Bachelor's degree in Business Administration/Healthcare Administration or related field

Tools

Excel

PowerPoint

Outlook

Teams

Job description

Responsibilities

Leadership & Team Management

Supervise, coach, and develop a team of Customer Resolution professionals.

Conduct performance management activities, including goal setting, coaching, and annual reviews.

Create a culture of accountability, collaboration, and continuous improvement.

Monitor workload distribution and prioritize escalations based on business impact and customer urgency.

Support recruitment, onboarding, and employee development initiatives.

Escalation Management

Serve as the primary escalation point for high-priority customer concerns.

Lead investigations related to pricing discrepancies, contract interpretation, service disruptions, and billing issues.

Coordinate resolution efforts across multiple departments to ensure customer commitments are met.

Facilitate command center activities for critical customer incidents when needed.

Communicate resolution updates to leadership, internal stakeholders, and customers.

Operational Excellence

Develop and maintain escalation workflows, standard operating procedures, and resolution protocols.

Analyze trends and identify root causes to reduce recurring customer issues.

Drive process improvement initiatives that enhance efficiency and customer satisfaction.

Monitor adherence to service-level agreements (SLAs) and departmental metrics.

Ensure timely documentation and closure of all assigned escalations.

Analytics & Reporting

Create and maintain dashboards and reporting related to escalation volume, resolution timelines, root causes, and customer impact.

Present trends, risks, and recommendations to leadership.

Utilize data analytics to identify opportunities for proactive issue prevention.

Track key performance indicators and operational health metrics.

Cross-Functional Collaboration

Partner with Sales, Pricing, Contracting, Operations, Finance, Legal, and Customer Service teams.

Participate in customer meetings and executive reviews as needed.

Provide leadership visibility into significant customer issues and mitigation strategies.

Support strategic initiatives, system enhancements, and automation projects.

Qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, Supply Chain, Finance, or related field, preferred.


• 3+ years of leadership experience.


• 5+ years of experience in customer resolution, customer service, sales operations, account management, healthcare operations, or related business functions.


• Experience managing escalations and complex customer issues.


• Strong analytical and problem-solving skills.


• Advanced proficiency in Microsoft Excel, PowerPoint, Outlook, and Teams.


• Excellent verbal and written communication skills.

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 need a reasonable accommodation to complete the online application process, please email [e-mail] for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

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