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Client Account Support Specialist / Onsite Client Service Partner for Dole Foods - Salinas, CA

SERVICE COORDINATOR ? Onsite Client Service Partner forDole Foods\- Salinas, CA \- National Client
BAND 3 ? Client Account Support Specialist
\ \ Candidate will need to be at the client?s location Monday thru Friday\. Address is as follows:
315 Neponset Rd, Salinas, CA 93908
Client Implementation and Service
Proclaim, Choice Fund, PMHS, Dental
+ Interact with internal/external customers and business partners in a professional manner \(includes verbal and written interactions\)\.
+ Own any customer issue that is brought to the table for resolution by employer\. Manage resolution in a timely manner and provide status to all appropriate parties when resolved, including a summary of root cause, countermeasures and next steps\.
+ Keep account team updated on any identified trends or client interaction that should be escalated or communicated\.
+ Provide education and guidance about programs and resources available as part of the Client?s benefit plans, including mycigna\.com, wellness and discount programs, health savings account and pharmacy\.
+ Deliver lunch and learn sessions on Cigna's programs and services offered and/or meet with Employee Services team periodically to train and answer questions related to trending issues and/or provide updates to the team on Cigna processes/products\.
+ Assist in arranging case manager \(or other appropriate Cigna resource\) for customer with complicated medical conditions or technical/non\-clinical needs
+ Research, analyze, and track customer call/claim inquiries from employees\. Communicate outcome and next step directly to employees with cc to employee?s HR when appropriate\.
+ Handle transactional tasks \(customer/provider outreach calls, create out\-of\-pocket ledgers, etc\)\.
+ Pull claim reports and analyze data and trends\.
+ Navigate multiple Cigna systems including client self\-service portals, claim systems, and tracking systems\.
+ Compile monthly service reporting based on client needs/requests\.
+ Establish and maintain deep connections with the OneGuide team in order to delegate issues appropriately, but also to maintain a feedback loop to report status back to the employee and or HR in a timely, clear and accurate manner\.
+ Bachelor?s Degree or equivalent previously related work experience
+ Previous or current healthcare industry experience is required
+ Candidate to be bilingual\. Fluent in speaking and writing English and Spanish\.
+ Agriculture Industry knowledge highly desired
+ Demonstrated strength and ability to interface with and influence key decision makers/clients through use of negotiation skills, dealing with ambiguity and conflict management\.
+ Demonstrated strength and understanding of customer expectations and "sense of urgency" resulting in the ability to influence the organization to meet and exceed customer expectations
+ Strong analytical ability, with ability to design, track, and work toward specific measurable performance targets for self and team\.
+ Ability to manage multiple and divergent priorities and deadlines, work independently and pro\-actively, negotiate and manage expectations for mutually acceptable solutions and creatively problem\-solve effective customer solutions
+ Excellent presentation skills\. Previous/proven success and 2 to 4 plus years? experience delivering customer/producer communications\.
+ Strong knowledge of Cigna benefits, products, and services \(HMCM Complete, MotivateMe, LMP, OneGuide, Cigna Telehealth, HSAB, EAP, etc\.\)
+ Ability to quickly understand the customer?s needs and expectations\.
+ Ability to pivot seamlessly from customer interaction to client level updates and communication/coordination\.
+ Demonstrated background in navigating Cigna's various matrix partners to triage inbound Cigna issues from the customer \(ie ? Dental, DME, Eligibility, Appeals, HSAB, Incentives\)
Primary Location: California\-California
Work Locations:
Job: Sales\-Sales Supp & Client Svcs
Schedule: Regular
Shift: Standard
Employee Status: Individual Contributor
Job Type: Full\-time
Job Level: Day Job
Travel: Yes, 25 % of the Time
Job Posting: Nov 13, 2018, 8:06:25 AM
Qualified applicants will be considered for employment without regard to age, race, color, religion, national origin, sex, sexual orientation, gender identity, disability, veteran status\. Need an accommodation? Email: SeeYourself@cigna\.com

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