[Hiring] Issue Resolution Lead Analyst @Cigna Healthcare

Role Description

The Operations Lead Analyst is a key contributor within Stand-Alone Dental Operations responsible for researching and resolving complex, sensitive, and escalated customer issues received through multiple intake channels. This role manages assigned cases from intake through resolution, ensuring that work is completed accurately, timely, and in accordance with internal standards and applicable regulatory requirements.

The Operations Lead Analyst collaborates with Operations, Compliance, Customer Service, and business support partners to resolve federal and state-based marketplace inquiries, Department of Insurance matters, Senior Leadership escalations, and other complex customer concerns. The role also identifies trends, documents findings, recommends process improvements, and provides technical guidance to team members.

Qualifications

• Minimum of three years of healthcare insurance business experience in areas such as benefits, eligibility, claims, customer service, contact center operations, sales, or business operations.
• Minimum of two years of experience handling complex Stand-Alone Dental customer inquiries.
• Current experience within IFP, including marketplace operations, regulatory requirements, and customer issue resolution processes.
• Demonstrated understanding of federal exchange and state-based marketplace environments.
• Strong knowledge of customer issue research, case management, escalation handling, and documentation requirements.
• Ability to manage multiple priorities, meet tight deadlines, and adjust quickly to changing business needs.
• Strong analytical, decision-making, and problem-solving skills.
• Ability to apply technical knowledge, business processes, and available resources to drive accurate and timely resolution.
• Strong verbal and written communication skills, including the ability to document complex findings clearly and professionally.
• Proficiency with Microsoft Office applications and internal systems used to support IFP and Dental operations.
• Ability to work additional hours and adjust planned time off during peak operating periods, based on business needs and applicable company practices.

Requirements

• Experience handling Senior Leadership escalations, Health Insurance Casework System matters, or Department of Insurance casework.
• Experience with IFP Dental products, systems, and processes, including Dentacom, Dentaque, OneView, and applicable claim-processing guidelines.
• Experience supporting operational testing, trend analysis, process improvement, or business documentation.
• Experience providing technical guidance, peer support, or informal leadership within an operational team.

Benefits

• Comprehensive range of benefits, with a focus on supporting your whole health.
• Health-related benefits including medical, vision, dental, and well-being and behavioral health programs.
• 401(k) plan.
• Company paid life insurance.
• Tuition reimbursement.
• A minimum of 18 days of paid time off per year.
• Paid holidays and leaves of absence.