Cigna Summer Interns – Business Production Support Manager In Morris Plains

Job Description:

Leads the business and technology issue resolution process for the Cigna Individual and Family Plan Segment. Directs the work of business analysts/specialists. Directs business and IT matrix partners involved in the evaluation of systems requirements and/or the development of new procedures/processes/or policy solutions to address highly complex business and technical issues. Assesses the impact and implications of production problems from a cost, efficiency, contractual, legal and/or regulatory standpoint. Establishes priorities according to business impact and monitors progress of the determination of requirements, resolution development and implementation and verifications plans of production fixes. Analyzes and measures the effectiveness of existing issue resolution processes and develops sustainable, repeatable and quantifiable process improvements. Identifies and facilitates tracking, reporting, production monitoring, and issue resolution process improvements. Provides measurement and cost savings support (development, reporting, validation and improvement) for issue impact and workarounds. Coordinate with project managers, level two and three IT production support leaders/teams, severe incident management teams, and application development leaders/teams across multiple application solution groups and vendors. Has responsibility for people management of the IFP level one business production support team. This role ensures the appropriate prioritization and execution of issue resolution according to customer impacts and key business priorities while facilitating adherence to service level agreements, and providing clear and timely communication of business impact to all key matrix partners

Job Responsibilities:

• Communicate on all high priority issues across the organization to allow the evaluation of market success, reduce customer and operational disruption, and ensure the production support process is streamlined.
• Establish and maintain synergies between IT and Operations that ensures the delivery of the segment’s most critical defects in a timely manner as well as reduce risk and process redundancies.
• Develop and maintain partnerships across multiple vendors and internal organizations, acting as a liaison between business and IT groups.
• Accountable for facilitation and communication of issues defined with managed and sourced services, working with vendor partners to define impact across IT and business, and bring to resolution.
• Accountable for defining and socializing the various escalation processes for multiple work efforts including issue tickets, root cause analysis, and /or escalated Workarounds.
• Ensure access requests are properly vetted and implement audit controls for eight vendor owned applications.
• Prioritize internal and vendor technical defects across all critical lines of business for the IFP segment.
• Partner with Privacy Office, Compliance, and Legal teams as well as responsible business area on root cause and clean-up efforts for privacy issues, implementing complete solutions that remove enrollment and claim risk while adhering to all legislative requirements and mandates.
• Provide strategic oversight and support for all vendor-related production issues, collaborating to develop and implement real-time solutions to critical customer impacting issues.
• Deliver business checkout, validation, and regression testing for defects during and after monthly internal and external scheduled deployments.
• Lead critical technical initiatives for the business, creating new efficiencies and increased data security.
• Ensures the delivery of reports/metrics, comparing actuals vs. SLAs, and driving process improvements to provide continual improvement with our Vendor relationships.
• Comfortable negotiating with and presenting to IT and business executives.
• Drive defect validation efforts post-deployment and communicate completion and success rates, ensuring cross-segment accountability and continuously improved results each iteration.

Job Requirements/Qualifications:

• Strong negotiation, presentation, analytical and problem-solving skills.
• Five years or more of experience working with value-based contracts, preferred
• Five years or more of experience working with physician organizations, preferred
• Advanced knowledge of Microsoft Office, especially Excel advanced functions.
• Bachelor’s degree in Business Management, Health Policy or Administration, or related field, preferred
• Ability to work with cross-functional teams to accomplish multiple project objectives
• Understanding of value-based reimbursement and ability to learn in-depth program details
• Excellent communication skills – verbal, written and presentation.
• Ability to manage multiple provider relationships
• Foundational understanding of health care informatics (i.e. PMPMs, Utilization rates, risk adjustment, evidence based or quality metrics)
• Ability to efficiently conduct meetings and presentations
• Ability to query data preferred
• Excellent written and oral communication and presentation skills
• Demonstrated ability to identify action items and execute appropriate and timely follow-up