The responsibilities of an
Operations Lead Analyst include monitoring daily request execution, reporting, and issue triaging for one or more owned client(s) upon request. Identifying operational or productivity enhancements, barriers, and opportunities for configuration and workflows.
The Operations Lead Analyst will provide project and administrative support to leadership teams or Operations Advisors through escalation of issues, risks, and concerns as needed. Provides support to assigned projects by responding to inquiries or resolving complex issues using independent judgment, discretion, and general client knowledge.
Routine communication of risk and status of owned clients and processes to leadership teams.
What You'll Do to Make a Difference- Executes client requests and inquiries in alignment with SLAs and other contractual terms.
- Monitors and triages client issues in alignment with SLAs and other contractual terms.
- Adheres to all organizational SOPs and Compliance standards and provides subject matter input related to checklists and SOPs.
- Assists with operational input related to new process development, including identification, research, and resolution of operational issues, and provides training and mentoring for new team members, offshore, and contingent employee resources.
- Complies with ESI document and retention requirements.
- Provides exceptional service to clients.
- Collaborates cross-functionally and communicates effectively with necessary internal partners.
- Communicates issues and status clearly and timely to leadership teams.
- Maintains working relationships through collaboration with:
- Account Management and clients for requirements intake and issue resolution.
- IT for system issues, setup, and testing.
- Product Teams to coordinate setup and resolve issues.
- Quality Teams for issue resolution and documentation.
- Leadership Teams for initiative engagements and client health updates.
What You Need to Be Successful Required Qualifications - High School Diploma or GED required.
- 3+ years of relevant experience required.
- Detail-oriented with strong analytical and problem-solving skills.
- Ability to manage timelines and meet tight deadlines.
- Ability to adapt in a dynamic work environment and make independent decisions.
- Good organizational and prioritization skills with the ability to multitask.
- Demonstrated ability to work with other departments and teams to resolve issues.
- Experience with the use of ERP systems.
- Proficient computer skills including all Microsoft Office applications required.
- Experience with data input and reconciliation.
Preferred Qualifications - Bachelor's degree preferred.
- Strong knowledge of the healthcare and PBM industry and its products and services highly preferred.
Skills and Competencies - Client service orientation
- Analytical thinking and problem solving
- Cross-functional collaboration
- Communication and stakeholder management
- Organization and prioritization
- Independent decision-making
- Operational execution and issue resolution
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 annual salary of 62,600 - 104,300 USD / yearly, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus plan.
At The Cigna Group, 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), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.
