Senior Customer Escalations Leader

Cigna Healthcare; Florida; Hybride; USD 75 000 - 100 000; Plein temps

Résumé du poste

Evernorth Health Services, a division of The Cigna Group, is seeking a Customer Resolution Supervisor to lead a team that handles complex escalations, pricing discrepancies, contract issues, and service failures. You will partner with Sales, Pricing, Contracting, Operations, Finance, and Customer Service to drive timely resolutions and exceptional customer satisfaction.

The ideal candidate is strategic, results-driven, with strong analytical skills and escalation management experience in a

Qualifications

• Bachelor’s degree or higher in a related field.
• 5+ years of leadership and escalation experience.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication.
• Experience coordinating cross-functional teams.

Responsabilités

• Supervise, coach, and develop a team of Customer Resolution professionals.
• Lead investigations into pricing discrepancies, contract issues, and service failures.
• Coordinate cross-functional resolution efforts across Sales, Pricing, Contracting, and Operations.
• Manage escalation workflows and ensure SLA adherence.
• Create dashboards and reports to monitor escalation metrics.
• Provide leadership updates to executives and stakeholders.

Connaissances

Leadership

Escalation management

Analytical thinking

Communication skills

Formation

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

Outils

Microsoft Excel

PowerPoint

Outlook

Teams

Description du poste

Evernorth Health Services, a division of The Cigna Group, is seeking a Customer Resolution Supervisor to lead a team that handles complex escalations, pricing discrepancies, contract issues, and service failures. You will partner with Sales, Pricing, Contracting, Operations, Finance, and Customer Service to drive timely resolutions and exceptional customer satisfaction.

The ideal candidate is strategic, results-driven, with strong analytical skills and escalation management experience in a