Director, Pharmacy Customer Experience and Implementation
Cigna - Hartford, CT

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Job Description The first experience a customer has with Cigna is normally through utilizing their pharmacy benefit. It is therefore imperative that this experience is a true reflection of the seamless integrated value that makes Cigna unique in the marketplace. The Director of Pharmacy Implementation works across many areas of Cigna to direct all pharmacy implementations with the customer in mind. This Director is responsible for all strategic considerations for client installation, and tying all implementation details back to the original client agreement such that the Cigna pharmacy customer experience is flawless.


Navigate complex pharmacy/client agreements to assemble and test the complete integration of pharmacy installation requirements as defined by the client agreement and the actual claim processing output

Execute Strategic alignment across multiple areas to ensure accuracy of pharmacy installations within Cigna to include sales, underwriting, service operations, finance, pharmacy operations, testing and quality.

Create a full-scale executive report card of current client and customer installations as appropriate to meet Segment growth.

Manage a team of direct reports and internal partners to create end-to-end processes which eliminate customer implementation errors.

Build a pharmacy implementation process from the ground up including policies, procedures, processes, and staff development aimed at an optimal customer experience.

Manage and direct a combined portfolio of budgets and vendor expenditure totaling more than $50M to improve the customer experience.

Form significant and productive partnerships across applicable areas within Cigna to seamlessly implement pharmacy benefits

Create new standards of testing and quality that manifest as elimination of client and customer errors, as well as Net Promoter Scores indicating client satisfaction with pharmacy benefit installation.

Demonstrate the financial totality of all client installations, and documented results toward the elimination of errors and avoidance of them over time.

Direct all nonstandard benefit processes through the PBAB process along with a recommendation for any unique testing these benefits would require.

Assemble a team of financial analysts to track all sold terms to clients and work with Underwriting to ensure the accurate loading of these terms via the RAF or other processes


Bachelors degree. 7-10 years of management experience within Cigna. Intensive case installation experience required. Demonstrated ability to handle complex tasks and processes required. Financial and/or analytical process related degree and experience preferred.

. Requirements 7-10 years of management experience. Intensive case installation experience required. Demonstrated ability to handle complex tasks and processes required. Financial and/or analytical process related degree and experience preferred.

Bachelors degree or equivalent work experience
8+ years experience in a healthcare leadership position with Client, Claim or Member Services, preferably with a focus on driving customer satisfaction and performance in a production environment required.
3+ years of demonstrated experience and success at account level management through the use of process improvement techniques. (i.e. Six Sigma, TQM).
3+ years of direct management within a customer/client service environment with strong performance and quality metrics required.
Business Acumen: Thorough understanding of all healthcare products, services & processes in a service center environment from the customer, claim and CIGNA Strategy perspectives. Able to effectively leverage business and organizational knowledge within and across functions.
Problem Solving: Demonstrated proficiency to research, trouble shoot and problem solve issues across organizations without sacrificing quality of service.
Written Communications: Exceptional verbal and written communication skills.
Presenting Skills: Demonstrates advanced presentation skills and is able to deliver and ensure understanding of information regarding any claim or customer or trend topics across varied audiences including customers, service center leaders and staff.
Proven track record of exemplary relationship building and management skills within and across organizations. Able to coach direct reports to improved levels of performance.
Experience in expense management with ability to understand service center-level and customer impacts.
Able to travel 25% or more within the US


CIGNA - 16 months ago - save job - block
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With a significant position in the US health insurance market, CIGNA covers some 11.5 million Americans with its various medical plans. The...