Cigna Employee Assistance Program (EAP) Consultative Advisor

Employee Assistance Program (EAP) Consultative Advisor
 

The Employee Assistance Program (EAP) Consultative Advisor will have responsibility of overall operational performance strategy and execution for Cigna Employee Assistance Program clients. Primary responsibilities include direct account management and consultative account management support on Cigna's suite of Behavioral Health products and services, including the Employee Assistance Program products. The EAP Consultative Advisor works closely with Evernorth Behavioral Health's (EBH) service operations and decision-makers throughout EBH to proactively identify and manage strategic service initiatives to respond to a client’s needs in a timely manner. The EAP Consultative Advisor effectively manages relationships, collaborates, and communicates across all product/operational lines to ensure that systems and processes are in place to meet client/customer needs, and drive efficiency for the organization, segment, and team.

• Provide US Employer account management team consultative support on Cigna's Confide –and- Employee Assistance Program (EAP) products, including:
  • Consultation at Pre-Sale
  • Final proposal review
  • Finalist Presentations
  • EAP implementation, renewal, and termination management in partnership with Sales Team
  • EAP Client service issue resolution
  • Analysis of utilization reporting and engagement recommendations on an as needed basis for Account Management teams

• Understand Cigna's core behavioral products and be prepared to offer:
  • Consultation on product nuances and recommendations.
  • Consultation on how to incorporate Cigna’s core behavioral offerings into a client’s overall emotional wellbeing strategy and drive engagement.
  • Consultative guidance on Cigna’s behavioral partnerships, behavioral network market management, and strategic partnerships.
  • Consultative guidance on products and services Cigna offers that help address specific behavioral conditions (i.e. autism, case management, substance use, children & families, etc.)

• Provide direct client management for Employee Assistance Program (EAP) Accounts, to include: 
  • Building and executing communication and customer engagement strategies 

• Resolution of issues – clinical and service 
• Maintenance of Client Relationship 
  • Reporting, Analysis and Trending EAP data 
• In-person strategy and consultation meetings
• In-person EAP promotion events
• RFP/Renewal/Change/Termination Activity  
• Implementation

• Onsite EAP Provider Implementation, Execution and Management 

• Collaborate with Account Managers, Client Managers, Account Executives, and other Cigna matrix partners to consult on strategies that target growth and retention of EAP accounts.
• Maintain knowledge and expertise of Cigna Behavioral, Evernorth Behavioral, and EAP products, programs, services and client management activities. Articulate and demonstrate the product suite capabilities and tools to the Account Management and NAE team.
• Maintains current knowledge of Health Care Reform (legislation/compliance rules) and can confidently and effectively articulate impacts to account teams for the client, and Cigna.
• Accountability to support team members when coverage or capacity needs arise
• Additional Projects as assigned as needed – New Products and Services Review/Consultation, Team Awareness and Training.

Qualifications:

• College Degree with 5 years of experience in a mental health, EAP, or account management in an insurance setting.
• Proficient knowledge in Employee Assistance Programs; to include many or all the following: product knowledge, underwriting principals, risk and financial analysis skills, marketing processes, sales practices, account management and knowledge of administrative operations.
• Excellent communication, negotiation, influencing skills; exhibits courage.
• Strategic and financial savvy.
• Demonstrated planning/organizational skills; ability to plan for both the long and short term; drive priorities and results.
• Demonstrated ability to foster strong working relationships; demonstrates leadership within a heavily matrixed environment.
• Excellent verbal and written communication skills; confident and credible presenter.
• Can work independently.
• Demonstrated examples of critical thinking and execution.
• Basic understanding of the following: Underwriting risk and financial analysis skills, understanding of competitor landscape and sales process.
• Must obtain necessary licenses.
• Travel - Ability to travel up to 25% of the time, domestic / overnight as needed.

Critical Behaviors:

• Develops and maintains advanced listening skills, emotional intelligence, and consultative skills, to best meet client implied or articulated needs.
• Strong business acumen: understanding of earnings and P&L, and how their role and actions contribute to overall enterprise, segment, and market results.
• Ensures all communications are clear/concise and delivered in a timely and consistent manner aligning with Cigna's strategy and value propositions – may require broad organizational collaboration, influence, and escalation.
• Deploys advanced communication skills to determine favored approach based upon the audience; can easily modify style for maximum outcome.
• Develops expert level knowledge of Cigna's products, capabilities, and solution strategies, and effectively articulates the value they bring client vision, goals, needs = value proposition.
• Develops and maintains a thorough understanding of competitor’s products/services. Can clearly articulate Cigna's strengths and weaknesses in alignment to the competition.
• Effectively collaborates with client to determine solutions that will improve account performance (and participation) – drives inclusion of other internal partners where appropriate.
• Effectively leverages Expert Advisors across all product operations/services.
• Demonstrates strong leadership presence; effectively collaborates and leverages resources, holds accountability for results, treats others with respect and integrity at all times.
• Demonstrated BOB actions in support of market net membership growth, earnings, and account persistency goals.
• Fully understands client needs, develops and executes (in conjunction with internal partners) on actions that addresses the client issues; supports sales team in strategic selling approach that best demonstrates CIGNA's value.
• Strong technical and navigational skills.

Competencies:

Innovation Management

Is good at bringing Cigna's resources and product portfolio to solve for wide array of client needs; has good judgment about which Cigna solutions will work for individual clients; can facilitate effective brainstorming; can project how potential ideas may play with clients and consultants.

Decision Quality

Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.

Organizational Agility

Knowledgeable about how organizations work; knows how to get things done both through formal channels and the informal network; understands the origin and reasoning behind key policies, practices, and procedures; understands the cultures of organizations.

Courage

Doesn't hold back anything that needs to be said; provides current, direct, complete, and "actionable" positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary

Action Orientation

Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimal planning, seizes more opportunity than others.

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.

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. 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 require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.

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.