Delivery Optimization Lead Analyst, Pharmacy Operations - Evernorth - Hybrid

Cigna - Orlando, FL

Full-time

Orlando, FL

Insurance Carriers and Related Activities

About the position

The Delivery Optimization team at Evernorth is responsible for overseeing the safe delivery of over 90 million prescription packages annually. This team is dedicated to creating and implementing strategies that enhance the shipping network, aiming to improve the experience for both patients and physicians while also focusing on expense reduction projects for the organization. The team collaborates cross-functionally with all Evernorth pharmacies to create efficiencies and leverage best practices, ensuring that the delivery process is as smooth and effective as possible. The team also manages relationships with leading carriers across the country and actively participates in the postage and shipping industry, positioning itself as a leader in healthcare delivery. This position plays a crucial role in supporting the efforts of the Delivery Optimization team by pulling and analyzing data, triaging patient and client delivery situations, and coordinating with operations and carriers for various projects, holidays, special events, and weather or carrier issues. The role is dynamic and fast-paced, requiring an individual who thrives in such an environment and is always looking for ways to work smarter and more efficiently. The position is in-office aligned, requiring the flexibility to work onsite three days per week at a designated Cigna facility. The individual in this role will be tactically engaged with the day-to-day operations of the shipping network, working closely under the direction of senior team members. Responsibilities will include providing information to operations partners, supporting new and existing carrier processes, learning internal processes to support the shipping network, assisting in patient triage, and proactively reaching out when delivery issues arise. The candidate should be open to learning new processes, willing to engage and collaborate with cross-functional partners, and comfortable thinking strategically about optimizing the transit experience for patients. Additionally, the role involves analyzing carrier data to support projects or process improvements, coordinating with operations partners to reduce pain points, and creating and maintaining weather/carrier disruption plans.

Responsibilities

• Tactically engage with the day-to-day operations of the shipping network.
• Provide information to operations partners.
• Support new and existing carrier processes.
• Learn internal processes to support the shipping network across Evernorth.
• Assist in patient triage and proactive outreach when there is an issue with delivery.
• Analyze carrier data supporting projects or process improvements.
• Triage pain points relating to patient experience or carrier disruption.
• Coordinate with operations partners in the pharmacies to reduce their pain points.
• Create and maintain weather/carrier disruption plans.
• Proactively identify new opportunities and risks for carriers and drive resolution.
• Capture, document, and share market intelligence; use it to develop and drive strategic improvements.
• Collect, analyze, interpret, translate, and distribute carrier informatics, reports, and dashboards.
• Track and monitor performance guarantees for carriers.
• Review provider reports/dashboard with individual carriers.
• Proactively educate carriers on Cigna's business objectives, standard operating procedures, policies, and programs.
• Serve as a carrier advocate both internally and externally.
• Understand and apply service culture principles and methodology.
• Serve in a consultative role or subject matter expert to key matrix partners.
• Develop and participate in presentations to existing and prospective providers and/or clients.
• Manage meetings, including agenda development, facilitating appropriate meeting participation, and follow-up activities.
• Liaison with carriers to implement new solutions/technology, solve problems, or improve processes.
• Support projects that improve delivery efficiency, reduce costs, or reduce returns (inventory waste).
• Identify best practices, create repeatable processes, and draft procedures as needed.

Requirements

• High school diploma or GED; Bachelor's degree preferred.
• 3-5+ years of experience in analytics background, pharmacy, or logistics preferred.
• Demonstrated excellent oral, written, interpersonal, analytical, and negotiation skills.
• Ability to work in a matrix environment.
• Advanced skills in Microsoft Office tools (Excel, Access, Word, and PPT).
• Some working knowledge of SQL query to extract data from databases for analysis using Excel, R, or other statistical software.
• Highly skilled in analytical abilities, retrieving data, and providing insights to leadership for decision making.
• Intermediate to advanced problem-solving and critical thinking skills.

Nice-to-haves

• Experience in the healthcare delivery system.
• Familiarity with logistics and supply chain management.
• Knowledge of statistical analysis techniques.