Customer Communications Advisor, Cigna Pharmacy Solutions - Work at Home at Cigna in Memphis, Tennessee

Job Description:

The Pharmacy Customer Communications Advisor is a communications management role that works with cross-functional teams (Product, Clinical, Campaign Management, IT, MarCom, GTM, Operations, etc.) to oversee complex and regulatory communications that inform customers about their pharmacy plan's features, benefits and services, with a specific focus on bi-annual formulary changes.

In this role, the candidate has a deep understanding of communications strategies and will collaborate with Pharmacy Product and Clinical peers to understand the Cigna Pharmacy formulary management objectives. The candidate will nurture relationships and quickly gain knowledge so that they are viewed as the Subject Matter Expert and lead the necessary communications strategies for product / clinical success. Scope of responsibility will include understanding strategy, positioning, sales cycle, client value proposition, and customer experience. This role will have a strong focus on quality implementation at a detailed level and makes recommendations on the communications strategy. The candidate will work with sensitive data and sometimes under aggressive deadlines to execute timely communications in print, email or outbound call. Therefore, the candidate will have proven experience with traditional Campaign/Direct Marketing practices and testing strategies. The candidate will work on campaign ideation, execution and measurement, and will also have daily responsibilities for production support, inquiry research, troubleshooting, oftentimes with a need to understand technical IT specifications as part of root cause analysis.

Some tasks involve creating file layouts for campaign processing, managing campaign input data files such as client lists or drug lists, or reviewing campaign outputs to confirm alignment to target audience. Creating quality control plans to ensure creatives are on point with message and campaign targeting. Experience with content management applications such as Messagepoint can be valuable.

Candidate will have a collaborative spirit paired with the desire and confidence to work independently. Candidate will be able to lead meetings and have ability to make quality decisions in ambiguous situations. Follow-through and sense of urgency is expected.

Responsibilities include:

• Lead quality execution of customer (or provider) communications to support specific earnings goals for Cigna Pharmacy in partnership with Product, Clinical, Operations, Provider Operations (TH&N) and Marketing.


• Execute communication strategy for plan benefit and/or network related changes.


• Execute the process to leverage input lists to implement targeted customer communications related to Pharmacy Benefit Plan changes, such as formulary management updates and pharmacy network changes. Leverage analytical and data skills.


• Document business requirements for campaigns that will be coded and developed by the campaign management data team.


• Lead work status / campaign coordination meetings within the department


• Ability to work at a detailed level with key matrix partners to support outbound communications is important.


• Interact with Pharmacy Implementation Managers and Clinical Account Managers to understand client intent in regard to Pharmacy plan elections, including formulary drug list and pharmacy network changes.


• Coordinate multiple facets of personalized communications including, but not limited to, customer communication content, client enrollment data, data pull process and campaign results. Communications dynamically populate customer-specific data.


• Manipulate data files using Alteryx, Excel, MS Access to manage and evaluate data components of inputs and outputs that define the targeting rules to reach customers.


• Scope of responsibility will range from managing input data files, reviewing letter outputs and partnering with peers to understand communication needs.


• Compile campaign inputs such as client account information, drug lists, pharmacy lists, etc.


• Reconcile campaign inputs and outputs, identify gaps, follow-up for resolution on data issues.


• Coordinate with print/mail vendors to ensure timely production of letters.


• Partner with Marketing Communications Advisor to assist in letter review, set up and testing prior to production sign off.


• Use Messagepoint content management application to self-serve editing existing templates.


• Responsible for auditing data to facilitate quality control for segmented target lists and reviewing samples from print/mail partner vendors. Reconcile variable data on letters back with the data file.


• Assist in ensuring quality alignment of output data file with campaign requirements.


• Review enrollment in Pharmacy elections related to communications. If client information is missing, research and complete.


• Partner with Clinical team to review client and drug list inputs which drive campaign targeting.


• Assist in testing associated with I.T. changes to programs or communications.

• Detail and process-oriented with strong organization and tracking skills; quality mindset with reliable results as focus.


• Ability (and desire) to dive deep into data, including quality control and review of test data to ensure reliable execution of campaigns and communications.


• High comfort level with data; experience with Excel or other technical applications such as Alteryx or MS Access.


• Familiarity with content management applications (CMA) such as Messagepoint, Smart Communications, OpenText Exstream, DocuSign, etc.


• Experienced with Systemware Xnet/XPTR and IBM FileNet document ingestion processes.


• Familiarity with database structures and light SQL desired though not required.


• Strong understanding of PBM landscape and formulary management.


• If an internal candidate, then experience with client installation systems and tools would be valuable.


• Auditing data for quality implementation in file creation.


• Strong interpersonal skills and ability to work across a highly matrixed environment.


• Operational understanding of direct marketing and targeted mailing activities.


• Ability to research and analyze to solve problems from a practical perspective.


• Consumer-orientation


• Customer insight/experience skills


• Consumer engagement and behavioral change


• Positive and team-oriented attitude and approach to getting work done.


• Campaign management execution


• Detailed solution identification & development

• Bachelor's Degree with Marketing, Business or Finance major preferred.


• 5+ years of experience in communications, consumer engagement, data tracking and/or marketing


• Knowledge of PBM, Pharmacy and/or Health Plans business model and benefit plan design is beneficial


• Quality-focused, data-driven mindset


• Consumer/customer orientation


• Written and verbal communication skills paired with strong presentation skills


• Enjoys working with Excel or other data management applications to manage complex communication strategies that are data-driven.


• Familiarity with Customer Communications Management (CCM) applications or desktop publishing applications.


• Comfortable leading project meetings independently.


• Proficient proofreading skills.

This position is not eligible to be performed in Colorado.

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives. What difference will you make?

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.