Operation Lead Analyst - Issue Management Team - Express Scripts - Remote (Finance)
The IMT Operations Lead Analyst is an organized, analytical thinker who is responsible for triaging and managing issue tickets within the Service Reliability organization, and quickly determining the next best step to take in order to resolve the issue. The IMT Analyst collaborates with many cross-functional teams to ensure the ticket moves expeditiously through the process to closure or cancellation.
The IMT Operations Lead Analyst has the responsibility of managing an assortment of functions including triaging issues, identifying needed support teams, following up on requests, facilitating the resolution of client and member facing issues, and working special projects, as needed.
RESPONSIBILITIES:
- Proactively monitor, triage, analyze, and escalate Issue Management Team (IMT) tickets
- Review tickets for understanding of the issue
- Identify the key stakeholders or groups to resolve the issue
- Partner cross-functionally with other operational departments to research and resolve escalated issues
- Facilitate meetings with key stakeholders related to a specific issue
- Clearly and consistently document activities, decisions, and next steps related to issue resolution
- Assist with building operational procedures and documentation
- Manage and track department and cross-functional projects and periodically report out to management
QUALIFICATIONS:
- High School Diploma or GED required
- 3+ years of relevant experience in pharmacy, Pharmacy Benefits Management or healthcare industry required
- Detailed knowledge of Express Scripts products, services, systems, and operations preferred
- Willingness to work additional hours as needed (including evenings, weekends, and/or holidays) during peak implementation periods
- Ability to work under pressure to meet tight turnaround times
- Basic organizational, analytical and problem solving skills
- Excellent oral and written communication skills
- Solid customer service, technical, and analytical skills required
- Strong critical thinking and problem solving skills required
- Proficiency with MS Excel, PowerPoint, Word
- Confidence to jump into a situation where you are not a subject matter expert, and the ability to ask the curious questions
- Flexibility to supportpeak periods throughout the year which may require adjusted schedules
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.
About Evernorth Health Services
Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. 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 require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.
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.
