The Cigna Group

Advisor

• Support lifecycle management for assigned GHB products, solutions, and benefit capabilities
• Maintain Product Benefit Standard Guides, product playbooks, reference materials, and the Americas Product Knowledge Exchange page
• Manage the GHB product mailbox and respond to or route product-related inquiries
• Review marketing and sales enablement collateral for product accuracy and approved positioning
• Support Cigna Healthcare Canada product enhancements, stakeholder coordination, readiness, and implementation follow-through
• Partner with the CignaLinks team on product updates, issue resolution, and stakeholder communications
• Lead MetLife and Zurich vendor governance forums and track enhancements and follow-up actions
• Support contracts teams with product questions, template reviews, and benefit language updates
• Develop intake materials for product enhancements, including business cases, impact assessments, readiness needs, and enablement tasks
• Coordinate cross-functional delivery of approved enhancements, operational updates, and strategic initiatives
• Track deliverables, timelines, dependencies, risks, decisions, and stakeholder actions
• Serve as primary product liaison for assigned vendors and monitor contractual and operational commitments
• Coordinate issue resolution, escalations, root-cause follow-up, and continuous improvement
• Support compliance reviews, governance documentation, decision logs, approval materials, and risk mitigation plans
• Support Sales, Client Management, Client Solutions, Implementation, and Commercial teams with product requests
• Represent product priorities in forums, meetings, governance routines, and readiness discussions
• Serve as a subject matter resource for assigned GHB products, benefits, partner solutions, and internal guidance
• Identify process improvements and use data, market feedback, inquiry trends, and stakeholder insights to recommend enhancements
• Contribute to product roadmap discussions, prioritization, and strategic planning

Product Strategy Advisor

Associate

• Complete claims systems testing tasks with guidance from a mentor and/or Claims Systems Quality Review Supervisor
• Use Jira and project methodologies to maintain tickets for claims systems testing requests
• Test proprietary claim edits, industry-standard claim edits, and benefit rules across claim products and programs
• Review, coordinate, and outline claims systems testing for claims configuration specialists
• Document testing in a Microsoft Excel tracker
• Test configuration changes to validate claims processing against requirements
• Use SQL queries to review configuration, testing, and claims data
• Investigate claim processing and determine configuration root causes

Claims Systems Configuration Associate

Representative

• Provide executive and administrative support to leaders
• Manage complex scheduling requests across multiple leadership levels
• Maintain calendaring systems and improve administrative efficiency
• Make scheduling decisions based on changing priorities and organizational needs
• Handle travel arrangements and prepare, reconcile, and submit expense reports
• Lead department meetings, including scheduling, logistics, technology support, and execution
• Coordinate in-person and Microsoft Teams meeting logistics
• Manage virtual engagement tools, post-meeting surveys, and survey-result communications
• Support internal communications, organizational announcements, leadership communications, town halls, and operational updates
• Publish and maintain organizational charts
• Maintain distribution lists and communication resources
• Coordinate onboarding activities for new employees
• Collaborate with administrative, technology support, communications, travel, real estate, and workplace services teams
• Provide backup support to other administrative professionals
• Manage department space planning with the Real Estate team
• Order equipment and supplies through approved procurement systems
• Support vendor payments, invoice tracking, and approvals
• Process travel and expenses as a Concur delegate
• Support departmental projects, reporting, and operational initiatives

Senior Administrative Services Representative

Physician

• Provide virtual clinical, diagnostic, and therapeutic telehealth medical services
• Consult and treat patients virtually in virtual urgent care and virtual primary care
• Provide related administrative services, including meeting attendance, in-basket management, and provider cross-coverage
• Participate in and lead designated Primary Care team structures
• Supplement primary care work with urgent care as the provider panel is established
• Prepare timely and accurate medical records for patient services and treatment
• Meet or exceed quality metrics, clinical competencies, patient satisfaction, connectivity SLA, and Medical Group standards
• Participate in committees, quality improvement processes, patient safety reviews, and mentorship opportunities
• Collaborate on workflows, policies, and procedures for the virtual primary care hybrid care model
• Supervise APRNs in compliance with state requirements
• Participate in Medical Staff activities, meetings, and clinical chart reviews
• Take on additional tasks as reasonably requested

Virtual Primary Care Physician

Operations

• Review and validate new business, renewal, and maintenance documentation for accuracy, completeness, and implementation readiness
• Partner with Sales and cross-functional teams to resolve documentation issues and drive cases to In Good Order status
• Manage case activity within VISTA, including documentation, status updates, and readiness reviews
• Validate benefit configurations, legislative requirements, and installation readiness across Facets and Non-Facets platforms
• Transition implementation-ready cases to the Implementation Manager for downstream execution
• Participate in training, team meetings, and continuous improvement initiatives
• Contribute to special projects and achieve departmental quality, productivity, and service performance goals

Operations Fulfillment Analyst

• Conduct quality reviews through call monitoring, transaction review, claim review, or examination of operational systems and records
• Evaluate work against procedures, audit guidelines, quality standards, business requirements, and regulatory expectations
• Apply scoring criteria and quality controls consistently
• Complete routine and moderately complex audits within productivity, accuracy, and timeliness expectations
• Record audit results in designated systems, trackers, and reporting tools
• Maintain documentation supporting audit scores, errors, and review outcomes
• Identify and document errors, procedural gaps, and unmet quality requirements
• Communicate audit findings with clear examples and supporting facts
• Recognize recurring observations and share potential trends
• Escalate unusual, compliance, customer-impacting, or technically complex concerns
• Enter, validate, and organize audit data for quality reporting
• Assist with standard audit reports, summaries, report distribution, questionnaires, case validation, error responses, and evidence collection
• Use Microsoft Excel and approved tools for basic trend identification
• Participate in calibration sessions and incorporate feedback into audit work
• Maintain knowledge of procedures, products, systems, and business requirements
• Participate in training, coaching, job shadowing, and knowledge-sharing activities
• Identify process, procedure, audit-guidance, and documentation gaps
• Assist with quality and process-improvement initiatives, testing, and validation
• Build relationships with Quality Assurance colleagues and matrix partners
• Support onboarding through job shadowing or process demonstration

Quality Review and Audit Analyst, Individual Dental Operations

Account Executive

• Lead territory strategy and execution to achieve referral, patient admit, and growth objectives
• Serve as primary sales representative for physicians, hospital clinics, infusion centers, and other referral sources
• Build and maintain relationships with healthcare providers, office staff, and pulmonary specialty stakeholders
• Collaborate with clinical, reimbursement, operational, and manufacturer partners to improve patient access
• Support payer agreement implementation and collaborate with National Account Managers on market opportunities and local pull-through
• Develop territory business plans, forecasts, and referral strategies using market intelligence and account insights
• Monitor referral activity, market trends, and competitive dynamics to identify growth and retention opportunities
• Represent Accredo at conferences, educational programs, advocacy events, and industry meetings
• Partner compliantly with pharmaceutical manufacturers on provider education and referral process excellence
• Participate in strategic launch planning, case conferences, and sales meetings

Senior Account Executive, Advanced Pulmonary Conditions

• Lead customer operations and experience initiatives across Individual Dental Operations
• Represent Customer Operations in business planning, portfolio discussions, and enterprise initiatives
• Evaluate business, product, digital, and technology changes for customer impacts, contact center requirements, dependencies, and risks
• Serve as subject matter expert for customer operations processes and resolve complex operational issues
• Lead readiness activities for regulatory, product, digital, technology, and customer experience changes affecting contact centers
• Coordinate training, knowledge management, standard operating procedures, talking points, onboarding, communications, and frontline support
• Partner with internal contact center leaders and external service providers on operational requirements and implementation plans
• Lead improvement initiatives to reduce avoidable contacts, improve routing, strengthen first-contact resolution, and enhance customer experience
• Analyze call drivers, customer feedback, service trends, and operational performance with cross-functional teams
• Support artificial intelligence, automation, analytics, and technology-enabled customer operations solutions
• Establish measures, reporting, and feedback mechanisms for initiative performance
• Lead or support customer outreach and retention initiatives
• Oversee operational administration of customer incentive and rewards programs, including planning, implementation, vendor coordination, communications, reporting, and issue resolution
• Develop operational communications, process documentation, standard operating procedures, talking points, and knowledge content
• Lead or coordinate training strategies for products, operational changes, regulatory requirements, technology implementations, and customer experience initiatives
• Lead compliance and training reporting, identify gaps, and coordinate remediation
• Identify and escalate operational risks, control gaps, readiness concerns, and unresolved dependencies
• Support operational reviews, audits, and compliance inquiries
• Represent Customer Operations in portfolio planning, prioritization, and business-case development
• Translate strategic initiatives into actionable operational plans and coordinate implementation across functional areas
• Provide leadership with updates on readiness status, decisions, risks, and required actions

Senior Customer Operations & Experience Advisor, Individual Dental

• Lead territory strategy and execution to achieve and exceed referral, patient admit, and growth objectives across assigned markets
• Serve as the primary sales representative for physicians, hospital clinics, infusion centers, and other referral sources
• Build and maintain trusted relationships with healthcare providers, office staff, and key stakeholders within the pulmonary specialty community
• Collaborate with clinical, reimbursement, operational, and manufacturer partners to improve patient access and strengthen Accredo’s value proposition
• Support implementation of payer agreements and collaborate with National Account Managers to maximize market opportunities and local pull-through activity
• Develop territory business plans, forecasts, and referral strategies using market intelligence and account insights
• Monitor referral activity, market trends, and competitive dynamics to identify opportunities for growth and retention
• Represent Accredo at conferences, educational programs, advocacy events, and industry meetings
• Partner compliantly with pharmaceutical manufacturers to support provider education and referral process excellence
• Participate in strategic launch planning, case conferences, and sales meetings that support organizational goals

• 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

Issue Resolution Lead Analyst, Individual Dental Operations

• Design standardized performance analytics aligned with DS&I priorities and enterprise goals
• Build measurement frameworks, data definitions, and methods to improve reporting consistency and trustworthiness
• Develop and automate Tableau dashboards with clear insights and recommended actions
• Partner with business leaders to define key questions and translate needs into analytical solutions
• Measure results and evaluate trends, risks, opportunities, and performance drivers
• Perform root-cause, variance, and operational analysis
• Use advanced SQL to validate results, investigate data issues, and analyze multiple data sources
• Apply SAS, Altair, or Python to prepare data, automate work, and solve complex analytical problems
• Resolve reporting, data quality, and measurement issues with IT and cross-functional teams
• Deliver executive-ready reporting highlighting results, risks, business impact, and next steps
• Create reusable templates and documentation to strengthen quality, accuracy, and team capabilities
• Manage priorities independently while meeting commitments and building stakeholder relationships

Data Measurement & Reporting Advisor

• Develop analyses, insights, and recommendations for strategic planning, operational decisions, and performance improvement across Individual Dental Operations
• Monitor operational, customer, financial, and KPI data to identify trends, risks, performance gaps, and improvement opportunities
• Conduct root cause analyses and quantify impacts where reliable data is available
• Lead development, maintenance, and optimization of operational reports, dashboards, scorecards, and analytical tools
• Define reporting requirements, business outcomes, performance measures, data needs, and audience expectations with stakeholders
• Design reporting solutions that provide visibility into performance, risks, trends, and required actions
• Identify and implement automated reporting, analytical, and workflow solutions using approved enterprise tools
• Evaluate automation opportunities and develop solutions that reduce repetitive work and improve timeliness and consistency
• Incorporate documentation, testing, validation, exception handling, and business controls into automated solutions
• Identify and support responsible artificial intelligence and generative AI use cases
• Establish human review and validation expectations for AI-generated outputs
• Develop, document, measure, and monitor key performance indicators
• Develop vendor performance reporting and support vendor reviews, transitions, and corrective actions
• Establish reporting controls and validate data accuracy, completeness, consistency, and traceability
• Identify data-quality concerns and control gaps and coordinate remediation
• Lead or support continuous improvement, workflow redesign, standardization, and operational modernization initiatives
• Provide analytical support for strategic initiatives, business transitions, operational planning, and enterprise projects
• Develop decision-support materials, business-case inputs, leadership updates, and progress reporting
• Partner cross-functionally with Operations, Reporting, Technology, Finance, Vendor Management, Product, Compliance, and other teams
• Serve as a trusted advisor and subject matter expert for analytics, reporting, performance measurement, automation, and workflow improvement
• Facilitate requirements discussions and communicate technical concepts to nontechnical stakeholders

Operations Analytics and Automation Advisor, Individual Dental Operations

• Conduct quality reviews and audits of customer interactions, operational transactions, and supporting system activity
• Evaluate work against procedures, quality standards, scoring guidelines, business requirements, and regulatory expectations
• Manage assigned audits from case selection and evidence review through scoring, documentation, and completion
• Maintain accurate audit records supporting scores, findings, and conclusions
• Analyze audit results to identify recurring errors, quality trends, process gaps, and operational risks
• Prepare audit-result summaries and initial analyses for Quality Assurance leadership
• Assist with recurring quality and audit reporting
• Participate in internal and vendor calibration sessions
• Serve as an experienced technical resource and support less-experienced team members
• Assist with onboarding and job-shadowing activities
• Identify gaps in procedures, workflows, systems, training, and audit guidance
• Support quality-improvement projects, corrective actions, process changes, and validation activities
• Work with Operations, Compliance, vendor partners, and matrix teams to research findings and address quality concerns
• Present audit results clearly to business and vendor partners
• Support technical troubleshooting and incident escalation when system issues affect audit completion or accuracy
• Perform Lead Analyst backup activities when assigned

Senior Quality Review and Audit Analyst, Individual Dental Operations

• Conduct and coordinate quality reviews and audits of internal operations and vendor-supported processes
• Support audit planning, case selection, evidence collection, documentation, analysis, and reporting
• Evaluate complex audit findings and engage business owners or subject matter experts when needed
• Maintain accurate audit documentation supporting findings, conclusions, and recommended actions
• Monitor audit activities and deliverables against regulatory turnaround requirements and internal expectations
• Collect and organize evidence for enterprise, regulatory, internal, or external audits
• Identify compliance concerns and escalate material findings or risks
• Support calibration among audit professionals, operational teams, and vendor partners
• Collect, validate, analyze, and summarize audit and quality data
• Develop and maintain reports, dashboards, and analyses on quality performance, findings, trends, and improvement opportunities
• Identify patterns, recurring findings, emerging risks, and reporting gaps
• Communicate analytical findings to Quality Assurance, Operations, vendors, and business partners
• Define data-collection requirements and address reporting gaps
• Develop tracking and reporting capabilities supporting operating-model changes and business growth
• Analyze root causes, business and customer impacts, and compliance risks of audit findings
• Support corrective and preventive actions, remediation tracking, and unresolved-risk reporting
• Present audit results and analysis to internal stakeholders and vendor partners
• Support regulatory changes through updates to audit tracking, workflows, job aids, procedures, and policies
• Identify process-improvement opportunities using audit results and operational observations
• Lead or support enhancements to audit procedures, reporting, workflows, quality controls, and customer-facing processes
• Partner with Operations, Compliance, vendors, and business teams to develop sustainable solutions
• Evaluate whether implemented changes address findings and improve quality
• Recommend updates to controls, documentation, training, reporting, and monitoring
• Develop, maintain, and update audit procedures, SOPs, job aids, workflows, and documentation
• Provide technical direction and quality-related guidance to audit professionals and team members
• Serve as a resource for audit methodology, data interpretation, documentation, and complex findings
• Manage multiple assignments and priorities independently

Quality Review and Audit Lead Analyst, Individual Dental Operations

• Lead complex, cross-functional business projects from planning through execution, implementation, and operational stabilization
• Translate business objectives into project scope, deliverables, milestones, responsibilities, dependencies, and success measures
• Develop and maintain integrated project plans
• Coordinate execution across Operations, Technology, Product, Compliance, Finance, Vendor Management, Customer Experience, and enterprise partners
• Establish project governance and facilitate project meetings, working sessions, decision forums, status reviews, and readiness discussions
• Maintain project documentation, status reports, action items, decisions, risks, issues, dependencies, and business artifacts
• Monitor milestones and identify impacts to timing, scope, quality, cost, and operational readiness
• Coordinate resolution of cross-functional issues and escalate matters requiring leadership decisions
• Identify, document, evaluate, escalate, and monitor project risks, issues, dependencies, and decisions
• Partner with business owners and subject matter experts to document and communicate business and operational requirements
• Coordinate operational-readiness activities involving procedures, training, communications, testing, controls, reporting, customer support, and implementation planning
• Lead or support vendor onboarding, transitions, new capabilities, service changes, and operational improvements
• Provide reporting on project health, progress, milestones, risks, issues, dependencies, and decisions
• Prepare executive-ready communications and decision materials
• Coordinate change-management, stakeholder assessments, communication plans, readiness activities, and transition approaches
• Support post-implementation reviews, lessons learned, and continuous improvement

Product Strategy Advisor

Claims Systems Configuration Associate

Senior Administrative Services Representative

Virtual Primary Care Physician

Operations Fulfillment Analyst

Quality Review and Audit Analyst, Individual Dental Operations

Senior Account Executive, Advanced Pulmonary Conditions

Senior Customer Operations & Experience Advisor, Individual Dental

Senior Account Executive, Advanced Pulmonary Conditions

Issue Resolution Lead Analyst, Individual Dental Operations

Data Measurement & Reporting Advisor

Operations Analytics and Automation Advisor, Individual Dental Operations

Senior Quality Review and Audit Analyst, Individual Dental Operations

Quality Review and Audit Lead Analyst, Individual Dental Operations

Senior Business Project Advisor, Individual Dental Operations