Note: The job is a remote job and is open to candidates in USA. The Cigna Group, through Evernorth Health Services and Express Scripts, provides pharmacy, care, and benefit solutions to improve health and increase vitality. The Operations Lead Analyst monitors and executes client requests, triages issues, supports leadership teams, and identifies operational and process improvements. The role also ensures compliance with service agreements and organizational standards while coordinating with cross-functional teams.
Responsibilities
- The responsibilities of an **Operations Lead Analyst** include monitoring daily request execution, reporting, and issue triaging for one or more owned client(s) upon request. Identifying operational or productivity enhancements, barriers, and opportunities for configuration and workflows
- The Operations Lead Analyst will provide project and administrative support to leadership teams or Operations Advisors through escalation of issues, risks, and concerns as needed. Provides support to assigned projects by responding to inquiries or resolving complex issues using independent judgment, discretion, and general client knowledge
- Routine communication of risk and status of owned clients and processes to leadership teams
- Executes client requests and inquiries in alignment with SLAs and other contractual terms
- Monitors and triages client issues in alignment with SLAs and other contractual terms
- Adheres to all organizational SOPs and Compliance standards and provides subject matter input related to checklists and SOPs
- Assists with operational input related to new process development, including identification, research, and resolution of operational issues, and provides training and mentoring for new team members, offshore, and contingent employee resources
- Complies with ESI document and retention requirements
- Provides exceptional service to clients
- Collaborates cross-functionally and communicates effectively with necessary internal partners
- Communicates issues and status clearly and timely to leadership teams
- Maintains working relationships through collaboration with:
- Account Management and clients for requirements intake and issue resolution
- IT for system issues, setup, and testing
- Product Teams to coordinate setup and resolve issues
- Quality Teams for issue resolution and documentation
- Leadership Teams for initiative engagements and client health updates
Skills
- High School Diploma or GED required
- 3+ years of relevant experience required
- Detail-oriented with strong analytical and problem-solving skills
- Ability to manage timelines and meet tight deadlines
- Ability to adapt in a dynamic work environment and make independent decisions
- Good organizational and prioritization skills with the ability to multitask
- Demonstrated ability to work with other departments and teams to resolve issues
- Experience with the use of ERP systems
- Proficient computer skills including all Microsoft Office applications required
- Experience with data input and reconciliation
- Bachelor's degree preferred
- Strong knowledge of the healthcare and PBM industry and its products and services highly preferred
Benefits
- Eligibility to participate in an annual bonus plan
- Medical benefits
- Vision benefits
- Dental benefits
- Well-being and behavioral health programs
- 401(k)
- Company paid life insurance
- Tuition reimbursement
- A minimum of 18 days of paid time off per year
- Paid holidays
- Leaves of absence
Company Overview