Medicare Advantage National Broker Account Manager – Remote, Work From Home

The Cigna Medicare Account Manager will be responsible for providing partner support and enabling growth through service and operational maintenance across assigned distribution partners. The individual will support Cigna Medicare's overall value proposition and strive to distinguish Cigna’s account management process as a distinct competitive advantage by supporting improved partner collaboration, enhanced operational performance and maintaining focus on removing barriers to compliant growth and member retention.

The Cigna Medicare Account Manager will serve as the day-to-day contact for distribution partners and is responsible for implementing a strategic account planning process that uncovers each distribution partner’s business needs and aligns resources, strategies, and reporting to meet those needs. This will include ensuring routine service and operational needs are met, proactively working to avert potential problems, and eliminating barriers to success. By using relationship building strategies and innovative resource gather practices, the Account Manager will establish themselves as an instrumental business partner to their assigned clients. The individual in this position will work collaboratively across multiple functional areas to research and resolve partner inquiries, leading the problem-solving process while representing the voice of the customer within the organization.

Success for this individual is defined as responding to complex inquiries, solving non-routine problems using independent judgment and discretion, and ensuring partner satisfaction with issue resolution. In addition, Account Managers should maintain a meticulous understanding of each assigned distribution partner’s business/sales model in order to support the compliant growth and retention of membership. Achievements are largely dependent on successfully partnering with multiple internal and external constituents, inclusive of internal matrix operational teams, sales representatives, and assigned distribution partners.

Responsibilities

• Maintain a customer-centric approach to service that anticipates partner’s needs, understands potential pitfalls and efficiently and effectively responds to requests.
• Build strong partner relationships that enable growth and improve satisfaction with Cigna, Cigna Medicare and Cigna Medicare’s sales operations
• Ensure routine partner needs are met and potential problems are averted.
• Act as day-to-day contact for distribution partners, overseeing and coordinating ongoing meetings and serving as point of contact for all service and operational issues.
• Responsible for engaging internal matrix partners on escalated service issues including but not limited Commissions, Contracting, Enrollment, Compliance, and Legal.
• Identify, suggest, and implement best practices to facilitate solutions and methods, which will optimize operational processes, services and reporting.
• Execute the established vision for Sales Operations, keeping the Broker Strategy Lead aligned to the distribution partner and Account Management Manager informed of status and opportunities.
• Support the improvement of the quality and efficiency of Cigna Medicare by delivering high quality account management and sales operations every day.
• Bring intellectual curiosity, question “business as usual” practices, and create awareness of where a different approach/solutions from traditional channel management is required.
• Support efficient processes and workflows focusing on operational metrics.
• May travel up to 25%.
• Remain compliant with all company and governmental policies, procedures, and regulations.
• Value all aspects of diversity.
   

• Knowledge of account management and service
• Adaptable, flexible, and able to manage through change
• Resourceful and self-directed
• Ability to problem solve, identify and remove roadblocks, triage and prioritize issues
• Ability to effectively collaborate across the organization
• Demonstrated communications (written and verbal) and interpersonal skills
• Operational understanding and competence of account management, sales operations and compliance
• Understanding of Medicare services and requirements
• Process-oriented with strong organization and planning skills
• Ability to deal with ambiguity and proactively seek opportunities for improvement
• Remain organized among multiple responsibilities and tasks
   

• BA/BS or equivalent work experience
• Experience in account management and sales operations
• Good listening and understanding capacity with excellent written and verbal communication skills
• Excellent problem solving skills
• Outstanding track record of business wins
• Experience with delivering client value and service excellence
• Demonstrated ability to self-motivate, work in teams, and be flexible within a fast-paced and changing environment
• Proven track record of success working collaboratively with cross-functional teams to research and resolve issues

ABOUT Cigna: 

Cigna is an American worldwide health services organization based in suburban Bloomfield, Connecticut and Philadelphia, Pennsylvania. ... Cigna offers Medicare and Medicaid products and health, life and accident insurance coverage primarily to individuals in the U.S. and selected international markets.