Issue Resolution Lead Analyst, Individual Dental Operations

The Cigna Group

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

Posted 9/17/2026full-timeRemote • Missouri • United StatesSenior💰 $62,600 - $104,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer issue resolution within healthcare insurance, including marketplace operations and compliance. Proficient in analytical problem-solving, case management, and effective communication with stakeholders.

Highest-signal resume keywords

Healthcare Insurance ExperienceMarketplace Operations KnowledgeCustomer Issue ResolutionAnalytical Problem-Solving SkillsMicrosoft Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case ManagementEscalation HandlingDocumentation RequirementsRegulatory ComplianceTrend AnalysisProcess ImprovementTechnical GuidanceCustomer ServiceClaims ProcessingBenefits Eligibility

Soft Skills

Strong Verbal CommunicationStrong Written CommunicationDecision-MakingTime ManagementRelationship Building

Tools & Technologies

Health Insurance Casework SystemDentacomDentaqueOneViewInternal Systems for IFP Operations

Industry Keywords

Federal ExchangeState-Based MarketplaceCustomer ExperienceOperational TestingCompliance Reviews

About the role

Key responsibilities & impact

Manage assigned 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, determine next steps, and develop effective resolutions
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, or barriers to timely resolution
Apply marketplace, dental-product, and customer-issue resolution requirements
Protect customer information and follow privacy, security, documentation, and records-management requirements
Support audits, compliance reviews, and operational inquiries with case information and subject matter expertise
Analyze issues and case activity to identify trends, process gaps, and emerging risks
Document findings and recommend improvements to processes, workflows, controls, communications, and documentation
Participate in operational projects, business testing, and process-improvement initiatives
Provide frontline observations and subject matter expertise to improve customer experience and operational effectiveness
Validate process changes and confirm solutions address business needs
Provide technical guidance and knowledge sharing to team members
Partner with Operations, Compliance, Customer Service, and business support teams
Build relationships with matrix partners
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, including documenting complex findings clearly and professionally
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
For home work, cable broadband or fiber optic internet service with at least 10 Mbps download/5 Mbps upload
Preferred: experience with 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 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

Benefits

Comp & perks

Medical, vision, and dental benefits starting on day one
Well-being and behavioral health programs starting on day one
401(k)
Company-paid life insurance
Tuition reimbursement
Minimum of 18 days of paid time off per year
Paid holidays
Leaves of absence
Annual bonus plan eligibility
Remote work arrangement