Retention Operations Analyst - Cigna Healthcare - Remote

Role Summary

Performs a broad range of moderately complex sales operations functions for renewing business and serve as a liaison between the Client Management team and internal partners.

This role is accountable to deliver timely and accurate renewal materials and implementation packages, including all product lines (medical, dental, vision) for renewing Clients.

A key function of this role is to demonstrate a deep understanding of the renewal end- to-end process, analyze and complete transactions for consistency, accuracy and ensure Federal Legislation, State mandates and Cigna's Product and Program rules are applied.

This role has a direct impact on the service experience for clients, customers, and producer partners.

Responsibilities:



* Process end- to -end client renewal transactions across all product lines, programs and compliance legislations and mandates as assigned.


* Communicate information regarding the renewal experience to include downstream risks and notifications for confirmed and pending renewing clients.


* Maintain tracking and reporting of status and deliverables associated with assigned book of business


* Demonstrate professional interaction with internal partners on delivery of information, transaction and processes related to "In Good Order" (IGO) status for successful implementation


* Perform work within standard operating procedures related to the renewal process ensuring compliance and timeliness in alignment with quality and production expectations


* Utilize multiple web-based knowledge resources to review benefits for Federal Regulation and State Mandate compliance, as well as Cigna product standards


* Salesforce, CIT/Epro prior year audits/updates based on opportunity received


* Support interpretation PBAB, BNCA, BST Legislation for renewing clients on behalf of Client Manager and Client Service


* Provide final and error free benefit summaries and related paperwork to case installation to ensure a positive client and client management experience.


* Participate in root cause analysis of issues related to renewals with matrix partners.


* Participate in projects related to optional services including application development and other product/process related initiatives.


* Proclaim/Facets knowledge a plus.

Qualifications:


* Bachelor/Associate's degree in a related field preferred or at least one year of related experience.


* Previous sales operations or benefit service experiencepreferred


* Strong attention to detail and demonstrated experience in delivering high quality work


* Audit and/or Quality Assurance experience a plus


* Knowledge of systems such as Excel, Word, Outlook, SFDC applications.


* Strong attention to detail


* Strong analytical and problem solving skills


* General knowledge of insurance products, procedures and systems for the sales operations/sales support functional area is desired


* Prior expe...