Account Manager, Hybrid, Express Scripts - Cigna
St. Louis, MO 63101
About the Job
As the Express Scripts Inc. (ESI) Health Plans Division (HPD) Account Manager (AM), you will provide operational expertise, oversight and direction to some of the most complex arrangements and customized clients. This rewarding position provides significant responsibility as the face of our organization and acts as the front line to our so ever important customers and patients.
This client facing AM will directly report to a Senior Account Manager, as well as being indirectly accountable to a customer's ESI Account Executive. The AM is responsible for all day-to-day activity of his/her assigned HPD client portfolio while ensuring that all Service Level Agreements (SLA) meet or exceed their contractual obligations; thereby driving client satisfaction and retention. Additionally, this role will be for one who can establish and maintain solid working relationships with both internal partners as well as external clients, vendors and/or consultants.
The ideal candidate will have complete knowledge and understanding of the pharmacy benefit industry/processes including (but not limited) to those within Commercial, Health Care Exchanges and Medicare Part-D lines of business. Such responsibilities include:
- Ensuring client reporting is provided timely and accurately
- Facilitate client meetings to review Inquiry/Opportunity/Project status on regular cadence
- Lead or participate in internal meetings to drive resolution to open items
- Support new product and business implementations
- Responsible for operational testing support
- Receive, log, coordinate and respond to open items from client contacts with a sense of urgency and detail to satisfy the need, ideally without follow up
- Manage standard and more complex projects that require development by ensuring client requirements are clearly defined, thoroughly captured and implemented to the commitment
- Represent the organization in providing solutions to difficult technical issues associated with complex setup and similar arrangements
- Use judgement and proper channels on to when to escalate, leveraging colleagues and leadership
- Self-sufficient organizational navigator who can collaborate with all levels and can tailor the message with the right level of detail as appropriate
Minimum Qualifications:
- 4-6 years of relevant experience or Bachelor Degree with 2-4 years relevant experience
- Excellent verbal and written communication and presentation skills
- Proficient with MS Office suite and Webex
- Data-driven approach to problem solving skills
- Ability to manage high visibility projects, sometimes independently
- Resourceful, with a proven ability to exercise good judgement in problem solving
- Able to manage multiple tasks simultaneously; shift priority quickly as needed
- Ability to work well within team structures
- Adheres to SOP and follows best practices when available
- Proactive follow-up and understands when to raise risks/concerns
- Ability to travel overnight up to 15-20% as needed, mostly with ample notice
Ideal/Preferred Qualifications: All of the minimum requirements plus.
- Data-Driven thinking; weighs the potential risks or conflict associated with executing change and has awareness to how it may impact downstream or interdependent systems
- Participates willingly on internal work groups and key initiatives aimed at improving the client experience, business model, employee well-being, margin or other processes
- Ability to comprehend the business need while also anticipating questions, and addressing those proactively back to the client and/or leadership
- Advanced MS Excel; able to create pivots, write formulas, leverage macros and/or write VB
- Knowledge of CMS and HHS requirements and regulations associated with Med-d and ACA
- Ability to learn and understand NCPDP D.0, PAL, Plan Finder, PDE, AGL, and how intakes from MSP, FDB and the like play an integral role in our business
- Understanding of SFTP (Secure File Transmission Protocol), file layouts, claim adjudication, billing and invoicing
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 require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com 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.