Job Description

Position Summary

This role is responsible for providing support to Management on Sales Operations matters related to internal and external Direct to Consumer (DTC) Sales, Member Retention, and Broker Support call center teams for Cigna Individual Dental. This operational support includes the coordination of resources to assist leadership in driving sales performance in addition to agent and member experience. Matters and tasks related to the operational efficiency and effectiveness of the overall Sales Operations team will be a primary focus of this role.

This individual will be responsible for enhancing current processes and developing new procedures to drive overall call center performance and experience for both call center agents and members. This person will assist in reporting of sales activities, drive agent onboarding to ensure agents are ready to sell, and generally focus on streamlining task-oriented processes within the Sales Operations team such as the establishment and creation of SOP’s.

Job Responsibilities

• Partner with a team of individuals supporting DTC Sales, Member Retention, and Broker Support call center oversight.
• Implement automated sales performance reporting to drive transparency and accountability.
• Support agent onboarding processes related to systems access, state licensing, and appointments to ensure agents are ready to sell.
• Develop, maintain, and distribute reporting related to operational disciplines and agent behavior which impact overall agent efficiency.
• Focuses on documenting and creating SOP’s related to Individual Dental Sales Operations.
• Act as a liaison to our Quality and Compliance team to ensure a best-in-class experience is being provided to our consumer.
• Provide and report out on trending related to sales and retention related KPI’s including progress towards organizational goals.
• Interpret internal or external issues and recommends solutions/best practices.
• Partner with overall Individual Dental Operations teams to identify ways to improve efficiency while enhancing customer and agent experience.

Qualifications

• BA/BS in business, communications, health care, or proven related experience
• 5+ years call center Sales Operations experience or related combination
• Strong process improvement background and experience documenting SOP’s
• Solid knowledge of the health insurance industry, regulations, and rules
• Solid understanding of call center technology, terminology, and environment
• Experience identifying call center technology gaps, obtaining solutions, and effectively implementing
• Strength in gaining consensus across internal and external partners
• Ability to work within a complex and rapidly changing regulatory environment
• Excellent verbal, written, and Microsoft Outlook skills
• Solid organizational and time management skills
• Ability to multi-task and handle numerous projects simultaneously
• Willingness to travel (5% to 15%)

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 92,900 - 154,800 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.

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

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 need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.