Overview
Job Summary:Customer Experience and Retention Government Pharmacy Lead will develop and enhance the experience of Medicare Part D Plans (PDP), Individual Family Plans (IFP), Medicaid customers and the pharmacy side of Medicare Advantage Prescription Drug Plan (MAPD) customers. Government Pharmacy is an exciting and dynamic growth engine of Cigna Medicare with a strong focus on the customer. Your role will be to develop the strategic customer roadmap, make recommendations in combining experiences from multiple areas, lead the experience side of a customers Pharmacy lifecycle, partnering with both digital experience and analytic teams, and influence best practices in operations.Cigna Medicare is a health service company dedicated to helping people improve their health, well-being and peace of mind. And we have the privilege of serving an older population, one that is often under-served. We care about our customers well-being, and we also care about your well-being too. Thats why when you work with us, you can count on a different kind of career – youll make a difference, learn a lot, and share in changing the way people think about healthcare.Core Responsibilities:Develop the Government Pharmacy strategic customer roadmap and partner with the capabilities and portfolio teams to influence investments in systems, offerings, and resources.Advocate for customer needs within the Government Pharmacy space and drive solutions.As a part of the Medicare Customer Experience department, utilize the team to help support Government Pharmacy functions including: quantitative and qualitative research, operational improvements, customer engagement, customer communications, retention, and customer centricity.Share best practices across lines of businesses and ensure the customer experience is at the forefront of decision-making as multiple areas combine in the coming years.Partner with Digital experience to champion enhancements, including electronic EOBs, portal improvements, and best practices from other areas of the company.Act as the Government Pharmacy subject matter expert for the customer experience of cross selling and upselling, especially during the post-sale timeframe. Help prioritize needed capabilities within Government Pharmacy and advocate for investments on the roadmap.Develop customer lifetime values, movement analysis, segmentation, and lifecycle opportunities in partnership with analytic teams.Minimum Qualifications:Bachelors degree preferred7 years experience or more in Medicare, with specific expertise in Part DStrong orientation to customer needsStrategic thinker, with an ability to connect multiple areas togetherAbility to champion work for other departments and push projects alongStrong communication skills, able to advocate in front of senior leadersProven problem solving skills, including the ability to realistically assess situations, gather relevant information, identify root causes, and make recommendations for solutionsExcellent implementation skills by creating strategic plans to move projects and the organization forward, setting effective goals, implementing action plans, and evaluating process and results.Demonstrates ability to work in a highly matrixed and rapidly changing environmentThis position is not eligible to be performed in Colorado.About CignaCigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, 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 Cigna, youll enjoy meaningful career experiences that enrich peoples lives while working together to make the world a healthier place. What difference will you make? To see our culture in action, search #TeamCigna on Instagram.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: for support. Do not email for an update on your application or to provide your resume as you will not receive a response.
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