Client Account Support Analyst at Cigna in Bloomfield, Connecticut

Job Description:

Must be a current contractor with Cigna, Express Scripts, or Evernorth. Evernorth is a new business within the Cigna Corporation.

The Client Account Supportposition will work within the team to support our internal customers. This position will work through PTO planning, schedule analysis, schedule creation, and real time monitoring/analysis. Data Analysis and Reporting will be a key part of the position to determine the best needs of the business and the most optimal position to gain customer satisfaction.

Responsibilities Include:

• Create and maintain/optimize schedules using PTO planning, schedule analysis, queue replacement utilizing WFM tools and Excel


• Data Analysis and reporting - daily, weekly & monthly


• Update Verint w/manual exceptions received via mailbox and RTA chat


• Process schedule change requests and other exceptions


• Real-Time analysis for all phone queues supported by RM team


• Data collection as requested


• Attendance line communications and schedule updates


• Skilling/attributing agents as needed


• Outbound dialer management


• Maintain records for teams we support - including Aceyus filters, skilling documents, staffing documents


• Conduct test calls to verify agent lines are recording for quality purposes


• Other duties/AD-HOC requests as required

Qualifications

• 2-3 years of workforce management experience


• Knowledge of NICE IEX/ Verint preferred


• Excel knowledge - comfortable using formulas and creating reports


• Ability to multitask effectively


• Strong attention to detail


• Experience using salesforce is a plus


• Knowledge of Finesse/UCCE skilling tool


• Experience in Aceyus


• Ability to communicate with all levels of leadership in a professional manner


• Must be a current contractor with Cigna, Express Scripts, or Evernorth. Evernorth is a new business within the Cigna Corporation.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an hourly rate of 22 - 33 USD / hourly, depending on relevant factors, including experience and geographic location.

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

We want you to be healthy, balanced, and feel secure. That's why you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and 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 paid holidays. For more details on our employee benefits programs, visit Life at Cigna .

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.

Cigna has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.