Issue Resolution Lead Analyst, Individual Dental Operations

The Cigna Group

. Manage customer issue intake queues by tracking, prioritizing, researching, documenting, resolving, and closing cases .

Posted 9/18/2026full-timeRemote • Pennsylvania • United StatesSenior💰 $62,600 - $104,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer inquiries and case resolutions within healthcare insurance, particularly in Individual and Family Plans (IFP) and Stand-Alone Dental operations. Proficient in compliance monitoring, documentation, and process improvement to enhance customer service outcomes.

Highest-signal resume keywords

Healthcare Insurance ExperienceCustomer Issue ResolutionRegulatory Compliance MonitoringAnalytical Problem-SolvingTechnical Guidance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case ManagementCustomer Issue ResearchEscalation HandlingDocumentation RequirementsMarketplace OperationsIFP KnowledgeClaims Processing GuidelinesTrend AnalysisProcess ImprovementOperational Testing

Soft Skills

Strong Verbal CommunicationStrong Written CommunicationAnalytical SkillsDecision-Making SkillsProblem-Solving Skills

Tools & Technologies

Microsoft OfficeHealth Insurance Casework SystemDentacomDentaqueOneView

Industry Keywords

Customer ServiceContact Center OperationsDepartment of InsuranceFederal ExchangeState-Based Marketplace

About the role

Key responsibilities & impact

Manage customer issue intake queues by tracking, prioritizing, researching, documenting, resolving, and closing cases
Research and resolve complex or sensitive customer issues, complaints, Senior Leadership inquiries, and Department of Insurance matters
Support inquiries received through federal exchange and state-based marketplace channels
Evaluate customer needs and develop effective resolutions using technical knowledge and established processes
Communicate findings, decisions, and resolutions to customers, business partners, and leadership
Maintain complete and accurate case documentation
Monitor case activity and turnaround times for regulatory and internal compliance
Identify and escalate compliance risks, missed dependencies, and resolution barriers
Protect customer information and follow privacy, security, documentation, and records-management requirements
Support audits, compliance reviews, and operational inquiries
Analyze issues and case activity to identify recurring themes, trends, process gaps, and risks
Recommend improvements to customer service processes, workflows, controls, communications, and documentation
Participate in operational projects, business testing, and process-improvement initiatives
Provide technical guidance and subject matter expertise to team members and cross-functional partners
Coordinate timely resolutions with Operations, Compliance, Customer Service, and business support teams
Share trends, risks, and lessons learned
Independently manage workload, competing priorities, and time-sensitive requests

Requirements

What you’ll need

Minimum of three years of healthcare insurance business experience in benefits, eligibility, claims, customer service, contact center operations, sales, or business operations
Minimum of two years of experience handling complex Stand-Alone Dental customer inquiries
Current experience within IFP, including marketplace operations, regulatory requirements, and customer issue resolution processes
Understanding of federal exchange and state-based marketplace environments
Knowledge of customer issue research, case management, escalation handling, and documentation requirements
Ability to manage multiple priorities, meet tight deadlines, and adjust to changing business needs
Strong analytical, decision-making, and problem-solving skills
Ability to apply technical knowledge, business processes, and available resources to drive accurate and timely resolution
Strong verbal and written communication skills
Proficiency with Microsoft Office applications and internal systems used to support IFP and Dental operations
Ability to work additional hours and adjust planned time off during peak operating periods
Preferred: Experience handling Senior Leadership escalations, Health Insurance Casework System matters, or Department of Insurance casework
Preferred: Experience with IFP Dental products, systems, and processes, including Dentacom, Dentaque, OneView, and applicable claim-processing guidelines
Preferred: Experience supporting operational testing, trend analysis, process improvement, or business documentation
Preferred: Experience providing technical guidance, peer support, or informal leadership within an operational team
For home work, cable broadband or fiber optic internet service with at least 10Mbps download and 5Mbps upload

Benefits

Comp & perks

Annual bonus plan eligibility
Medical insurance
Vision insurance
Dental insurance
Well-being and behavioral health programs
401(k)
Company-paid life insurance
Tuition reimbursement
Minimum of 18 days of paid time off per year
Paid holidays
Leaves of absence
Remote work arrangement (occasionally or permanently, subject to internet requirements)