Operations Lead Analyst - Express Scripts - Remote

The Operations Lead Analyst drives the completion of operational tasks and provides support for client benefit requests.  Responsibilities include training, handling daily request tracking, researching client benefit related items, running reports, provide documentation related to completion of assigns tasks and identify operational or productivity enhancements. Also, assists with more complex configurations, validations or projects as needed. Tracks and reports progress to team to ensure deadlines are met. Provides consultative support to internal and external clients by researching and assisting with resolution of benefit design and claims issues. Responsible for ongoing client support and consistent service driving towards client focused outcomes.

What you'll do to make a difference:

• Interactive, virtual, client‑facing role.
• Reviews client intent and provides feedback as appropriate.
• Handles daily request tracking, reporting requests, and general inquiries.
• Resolves issues when possible and escalates as needed.
• Manages assignments within committed target completion dates and performance guarantees.
• Provides on‑the‑job training to less experienced team members to improve knowledge and skills.
• Provides consultative support to internal and external clients by researching and assisting with the resolution of benefit‑related issues.
• Plans and controls projects and assignments, collaborating with team members across the organization as needed.
• Adheres to and supports changes to organizational SOPs and compliance standards; provides subject‑matter input to checklists and SOPs.
• Resolves differences in client requirements and manages all requests to ensure high‑quality results are consistently met.
• Manages operations to ensure SLAs, performance guarantees, turnaround times, and commitments are met.
• Remains responsive to client and CST questions, concerns, and needs, including client‑facing interactions.
• Demonstrates business acumen to build trust with clients and CST partners.
• Completes special projects as assigned.
• Primarily supports internal departmental partners and cross‑functional peers.
• Takes direction or intent and independently owns actions directly associated with assigned tasks, with limited impact to indirect areas.
• Willingly accepts and supports departmental change.

What you need to be successful:

• High School Diploma or GED required. Bachelor's degree preferred.
• 3+ years of relevant experience required.
• Client facing experience required.
• Strong knowledge of the healthcare and PBM industry and its products and services highly preferred.
• Detail-oriented with strong analytical and problem-solving skills.
• Ability to manage timelines and meet tight deadlines.
• Ability to adapt in a dynamic work environment and make independent decisions.
• Good organizational and prioritization skills with the ability to multitask.
• Demonstrated ability to work with other departments and teams to resolve issues.
• Proficient computer skills including all Microsoft office applications required.
• Experience with data input and reconciliation.

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 62,600 - 104,300 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 and paid holidays. For more details on our employee benefits programs, click here.

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 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.