Account coordinator

Account Coordinator Middle Market

SUMMARY :

The Account Coordinator (AC) plays a crucial role in maintaining client satisfaction and supporting the US Employer Sales Team.

Key responsibilities include participating in new business case discovery and implementation calls, collaborating with cross-functional partners to manage the book of business, providing routine communications, and updating client information and benefit intent.

Additionally, the AC coordinates third-party vendors, completes product incentive forms, and works closely with the Sales Team to ensure client needs are met and potential issues are proactively addressed.

The AC role benefits from face-to-face collaboration with peers and the Sales Team and will be expected to be in their local Cigna office every Tuesday and Wednesday as well as a third floating day per week.

Cigna Competencies : Cigna's competencies identify behaviors required for success at all levels of the organization.

Align

• Manages Complexity : Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Inspire

Instills Trust : Gaining the confidence and trust of others through honesty, integrity and authenticity.

Develop

Nimble Learning : Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.

Deliver

• Ensures Accountability : Holding self and others accountable to meet commitments.
• Action Oriented : Taking on new opportunities and though challenges with a sense of urgency, high energy, and enthusiasm .

DUTIES AND RESPONSIBILITIES :

• Collaborate with Sales, Service Operations, and other applicable partners to manage book of business, address issues, and identify process improvements.
• Provide routine communications on behalf of Sales, including eKits and product materials, to clients and internal teams.
• Intake requests and submit forms to appropriate partners (OS, reporting, BOR / BAFb, OLAM).
• Update Salesforce information (e.g., contacts, MLS status, PG activity, benefit summaries) for sold and renewing cases.
• Complete product incentive forms to ensure accurate and timely processing.
• Coordinate and manage set-up of third-party vendors.
• Actively participate in new and existing business discovery and implementation calls.
• Liaise with Sales to meet client needs and proactively address potential problems.
• Keep Sales informed of account status and engage in role-related workgroups, special projects, and best practice sharing initiatives.
• Own creation of BNCA (Business Notification Case Alert) and handoff to Client Implementation.
• Managing PBAB (Product Benefit & Advisory Board) on renewals.
• Provide load balancing support to other ACs if capacity allows.
• Other duties as business need dictates.

REQUIREMENTS :

• Bachelor’s degree highly preferred.
• Proficient knowledge (min 3-5 years in health care / managed care business; to include many or all the following : product knowledge, sales practices, account management and knowledge of administrative operations.
• Knowledge of Cigna funding options, benefits structure, and platforms are preferred.
• Ability to manage through systems and influence both external clients / brokers and internal matrix partners.
• Salesforce & KnowledgeXchange experience preferred.
• Strong Word, Excel, PowerPoint, SharePoint, Outlook skills.
• Ability to make quality decisions.
• Strong verbal and written communication skills.
• Solid presentation skills.
• Ability to simplify complex topics and information.
• Displays empathy & compassion.
• Demonstrated planning / organizational skills; ability to plan for both the long and short term; ability to work on many issues at once and to prioritize work.
• Demonstrated ability to develop strong working relationships with both external clients / brokers and matrix partners in the organization;

ability to leverage matrix resources to drive deliverables.

Last updated : 2024-04-30