Job type full-time
Full job description
Evernorth direct health offers health care delivery services and population health and wellness coaching solutions, conducted in person or virtually, focused on total employee population healthOur mission is to deliver proactive, personalized and holistic patient care and coaching by acting on health data and insights to improve the overall health and wellness of our clients ’ employees, and those they care about most, by providing access to high quality, affordable services where they work and live.
Reporting directly to the general manager, the director, custom coaching operations will drive the operational development, staff management and client service execution of the custom coaching solutions portfolio.
The director will be responsible to lead the day to day management of the custom coaching operation, including management of operations supervisors, and coach staff members supporting the full book of clients – inclusive of cigna health plan business, and future growth areas of the evernorth pbm and open marketDay to day operational oversight includes: kpi and results management, client service excellence, cross sell/up sell opportunities, staff management, issue resolution, operational infrastructure and system/workflow needs, development and maintenance of policies and procedures, and partnership with account and sales teams: all duties are oriented to maximize results, ensure quality and the optimal customer experience.
Responsibilities will include the following:
Lead day to day operations and new solution launches partnering with product, marketing, sales, operations, legal, compliance, and other matrix partners
Lead a team of 130+ staff members, inclusive of supervisors and coaches, managing performance excellence and staff development
Lead coaching content and workflow development and enhancements to drive optimal outcomes and deliver on the value drivers for customers and clients
Lead training efforts working with cross functional partners
Develop and manage policies and procedures working in partnership with quality, compliance and legal
Partner with account and sales teams to lead client-specific program retention and cross-sell/up-sell resulting in profitable growth
Operationalize new solutions in partnership with cross matrix partners and product.
Lead resolution of service issues and partner with market segment leadership to ensure service excellence.
10+ years of experience in health care operations; wellness coaching and cross matrix operations leadership highly desired
Ability to lead cross functional teams effectively to produce impactful programs and service models
Highly effective people manager
Highly collaborate leaders with experience managing client and account/sales relationships
Excellent communication and presentation skills
Results-oriented and entrepreneurial in spirit
Ability to navigate a multi-matrix organization and navigate ambiguity
This role can be performed anywhere in the contiguous us, ideally within an hour of an airport.
We are committed to a healthy workforceNew hires must successfully complete a background check, drug and nicotine screen to be employed in this role.
This role requires 25-35% travelYou will need to be fully vaccinated in order to travel & meet the requirements for this position.
This position is not eligible to be performed in colorado.
Evernorth, cigna corporation’s health services segment, exists to elevate health for allWe`re building on our legacy and redefining health care as we know itUnbiased in how we think, we create without limitationWe partner without constraints, deliver value differently and act in the interest of humanitySolving across silos, closing gaps in care, and empowering clients, customers, and people everywhere to move onward and upwardWhen you work with us, you’ll be empowered to solve the problems others don’t, won’t or can’tJoin usWhat difference will you make?
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.
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