Client Retention & Growth Specialist - Payer Solutions at Cigna in Memphis, Tennessee

Job Description:

Client Account Support Advisor, Band 4

Client Retention & Growth Specialist

Role Summary:

Responsible for renewal management and cross sell opportunity identification for focus and non-maintenance payers within Cigna Payer Solutions to drive increased persistency results and greater earning per customer (EPC). The Client Retention & Growth Specialist develops and executes payer specific renewal strategies in conjunction with the Existing Business Development Lead (EBD) and Payer account management staff and identifies cross sell leads for the EBD. This role reports to the Client Service Operations Director.

Responsibilities:

• Proactively manage focus and non-maintenance payer renewals, with emphasis on early risk identification, client retention, and product cross-sell


• Support segment initiative to further advance retention and cross-sell strategy with Healthplan business and BPO (Business Process Outsourcing) downstream payer relationships


• Build strong relationships with payer account management staff


• Obtain renewal disposition from payer account management staff and provide consultative renewal support as appropriate


• Ensure timely identification of at-risk accounts and develop renewal strategies to mitigate risk and secure retention


• Obtain group termination post mortem intelligence from payers to produce trend analysis and adjust renewal strategy as appropriate


• Conduct onsite and telephonic meetings with payers; provide product, process, and resource tool training as needed


• Handle escalated client issues in conjunction with service team or other matrix partners


• Provide meaningful renewal status updates to the leadership team during internal growth calls and region portfolio meetings


• Track persistency results, and provide input on monthly renewal scorecard


• Support EBD by identifying cross-sell opportunities and sharing product value and client savings with payers


• Partner with EBD to develop payer renewal strategy and execute plan with payers


• Partner with EBD to develop and execute payer/client-specific incentive proposals focused on retention and product cross-sell


• Partner with EBD and Underwriting to manage stop loss accounts


• Facilitate renewal-related exception requests (prior year approvals, rate concessions, guarantees, etc.).


• In conjunction with EBD participate in broker meetings/calls and finalist presentations


• Engage in renewal strategy action plan initiatives


• Utilize Salesforce.com to track renewal notes and work with renewal analyst to ensure information is up to date


• Proactively identify enhancement opportunities (processes, system, organizational effectiveness, etc.), develop detailed enhancement proposal, outlining specific action steps, benefit, etc.


• Support and embrace new and enhanced products, processes, system changes, and corporate initiatives.

Qualifications:

• Bachelor's degree desired


• Ability to work in a fast-paced entrepreneurial environment, able to adapt to changing priorities and requirements


• Strong organization skills and attention to detail


• Ability to work independently and manage, prioritize and work on numerous tasks simultaneously


• Skilled communicator (open and effective; both written and verbal)


• Strong team player; able to thrive in a matrix environment; experience collaborating with multiple matrix partners


• Self-motivated, driven


• Client facing skills


• Experience with SalesForce.com or other CRM tool


• Solid computer skills, including ability to build Powerpoint presentations, and aptitude for learning new programs as needed


• Client travel 25 - 40%

This role requires 25-40% of travel. You will need to be fully vaccinated in order to travel & meet the requirements for this position.

For this position, we anticipate offering an annual salary of $71,500 - $119,100, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

Helping our customers achieve healthier, more secure lives is at the heart of what we do. While you take care of our customers, we'll take care of you through a comprehensive benefits program that helps you be at your best. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and best in class well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and dozens of corporate discounts on essentials you use every day. For more details on our employee benefits programs, please visit the "Life at Cigna" tab on our careersite: www.cigna.com/careers

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.