• Provide operational leadership and oversight for Care Coordination and Enrollment teams • Directly manage frontline operational staff, including Team Leads, Care Coordinators, and Enrollment Specialists • Own frontline operational execution, workforce accountability, and service line performance across Clinical Operations • Partner with executive leadership to support organisational growth initiatives and operational scaling • Monitor and drive operational KPIs related to productivity, engagement, quality, patient outcomes, and operational performance • Support staffing strategy, workforce planning, scheduling oversight, and operational resource allocation • Ensure operational consistency across service lines, workflows, and customer implementations • Coach, mentor, and support frontline operational leaders and staff • Promote accountability, consistency, and operational excellence across teams • Support onboarding, performance management, corrective action, and employee development • Foster a collaborative, patient-centred, and high-performance operational culture • Drive operational execution across traditional CCM, LTC and future population health service lines.

• Lead operational scalability initiatives through workflow design, process standardization, and operational infrastructure development • Own enterprise workflow standardization efforts across Clinical Operations and Enrollment • Develop, maintain, and oversee SOP governance, workflow documentation, operational playbooks, and job aids • Identify workflow gaps, inefficiencies, and operational risks and implement scalable solutions • Establish operational readiness processes supporting organizational growth and customer implementation initiatives • Drive workflow adoption and operational consistency across service lines and operational teams • Lead operational readiness initiatives for systems implementations and workflow transformations • Own User Acceptance Testing (UAT) strategy, coordination, and operational validation efforts • Partner with Product, Technology, BI, QA, and Operations teams to validate workflows, identify operational risks, and support release readiness • Track operational issues, workflow defects, implementation risks, and system feedback through resolution • Lead implementation and optimization efforts related to telephony, workflow, documentation, reporting, and analytics platforms including Genesys and ShiFox 2.0 • Serve as the operational lead for workflow scalability and systems enablement initiatives • Develop and oversee onboarding workflows, operational training resources, and workflow reinforcement initiatives • Create operational training materials, guides, workflow tools, and implementation documentation • Lead rollout planning, operational communication, and implementation readiness efforts related to systems and workflow changes • Drive operational adoption strategies during periods of organizational growth, systems implementation, and workflow transformation • Partner with operational leadership to reinforce workflow consistency and implementation success • Serve as the operational liaison between Operations, Product, QA, BI, and Technology teams • Partner with executive leadership on operational scalability planning and transformation initiatives • Support operational reporting, workflow analytics, and systems optimization initiatives • Lead operational onboarding readiness efforts for customer implementations and operational transitions • Support enterprise operational transformation initiatives tied to scalability and systems modernization

Role Description The job profile for this position is Pharmacy Clinical Consulting (Non-IC) Senior Advisor, which is a Band 4 Senior Contributor Career Track Role. As part of Cigna Pharmacy Management, the Senior Pharmacy Clinical Consulting Advisor serves as the primary pharmacy benefits subject matter expert supporting Cigna Integrated Pharmacy clients in Mid-Southern Tennessee and surrounding areas. The Senior Pharmacy Clinical Consulting Advisor is responsible for developing and maintaining relationships with internal stakeholders, including the medical sales teams and pharmacy underwriting organization, as well as external brokers and consultants. The primary objective of this position is to support long-term client retention and growth, while achieving Cigna's corporate strategic goals. This position is responsible for working with the Cigna Medical teams to support the Pharmacy component of an integrated benefit, which typically includes Medical, Pharmacy, and Behavioral. This includes service support, reporting, pricing, and/or other performance guarantees. Primary Responsibilities - Retain assigned book of business through proactive portfolio management, including an understanding of available performance guarantees and pricing strategies to renew clients and preserve earnings. - Participate in client meetings and presentations to review client performance and sell in the suite of pharmacy management programs and solutions that align to Cigna's overall value proposition of lowering total healthcare costs. - Act as Pharmacy Sales support for renewals involving consultants. - Cultivate meaningful, productive, mutually beneficial relationships internally and externally by gaining the confidence and trust of key stakeholders through honesty, integrity and reliability. - Educate and consistently advance the knowledge of pharmacy within the Cigna Medical sales organization. - Communicate effectively, delivering multi-modal messages that convey a clear understanding of the unique needs of the different audiences requiring interaction. - Actively participate in finalist meetings for existing business where necessary. - Gather and share relevant competitive intelligence in support of retention and new sales efforts. - Acts as the clinical subject matter expert supporting medical sales team or the pharmacy implementation team with escalated pharmacy benefit issues, when necessary. - Manage complexity, by analyzing and making sense of a considerable volume of sometimes contradictory information to effectively solve problems. - Stay abreast of clinical pharmacy practice guidelines, including the new drug pipeline, biosimilars, gene therapies, upcoming patent expirations, etc. - Facilitate meetings with clients and brokers to resolve service concerns; act as the escalated issue contact for pharmacy issues when contacted by the medical sales teams. - Support detailed ad-hoc analysis of pharmacy claims utilization to provide clients with proactive consultation. - Provide executive support for pricing, audit, and contract questions, as requested by internal partners managing these efforts. - Translate pharmacy coverage rules and formulary decisions based on Cigna policies with support from Clinical program development partners. - Any other tasks as defined by management and/or client needs not named above, as required to support our internal and external stakeholders, clients, and partners. Qualifications - Clinical pharmacy background required; R.Ph. or Pharm.D. - 5 years or more of Pharmacy Benefit Management (PBM) experience supporting client expectations. - Mid to Large Employer account management experience preferred. - Experience with consultative client management methodologies. - Proven ability to manage through renewal independently with minimal supervision. - Ability to work through the organizational processes needed to support clients (especially those that are clinical in nature, considering exceptions, etc.). - A self-motivated individual displaying ownership, accountability and responsibility. - Operational understanding and competence with PBM business model. - Understanding the financial and pricing strategy of PBM. - Technical skills using all Microsoft programs. - Ability to travel up to 50% of the time depending on candidate’s location with little or no advance notice. Competencies - Clinical understanding of PBM space. - Customer Focus. - Organizational Agility. - Network Building. - Verbal & Written Communication Skills. - Presentation Skills. - Financial Acumen. - Negotiation skills. - Executive presence. Salary and Benefits For this position, we anticipate offering an annual salary of 123,400 - 205,600 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. - 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), company paid life insurance, tuition reimbursement. - A minimum of 18 days of paid time off per year and paid holidays.

Role Description We are seeking a highly professional, clinically sophisticated Virtual Physician Clinical Support Provider to optimize clinical operations for a busy outpatient medical practice. Operating as an extension of the on-site medical team, this role is designed to take over the critical responsibility of patient result communications, allowing on-site physicians and medical assistants to focus entirely on direct patient care and face-to-face operations. In this workflow, on-site providers will review lab or diagnostic results and route them into your dedicated AthenaHealth inbox. You will then take complete ownership of the patient communication lifecycle—reviewing findings, contacting patients, answering questions, and closing out the tasks. Because you will be delivering medical results and clinical guidance directly to patients over the phone, exceptional verbal communication skills, strong patient rapport, and a completely clear, neutral English accent with zero heavy regional indicators are absolute, non-negotiable requirements. Core Responsibilities - Patient Result Callbacks & Clinical Guidance (Primary Focus) - Diagnostic Review: Systematically review provider-assigned labs, imaging, and diagnostic result tasks routed to your AthenaHealth inbox. - Patient Consultations: Outbound contact patients via phone to review their results, clearly articulating provider notes and instructions with a calm, professional, and reassuring demeanor. - Patient Education: Answer patient questions appropriately within your clinical scope, utilizing sharp clinical judgment to explain complex medical findings in simple, accessible language. - Clinical Triage: Perform basic clinical triage during calls, recognizing high-risk or urgent red flags and seamlessly escalating complex medical concerns to the primary on-site physicians. - Portal Optimization & Task Management - Task Closure: Meticulously document all patient communications, closing out completed result tasks within AthenaHealth to maintain real-time compliance. - Portal Governance: Draft and post approved patient results and customized provider commentary directly to the secure patient portals. - Inbox Management: Maintain an organized, highly efficient digital workflow to ensure a rapid turnaround time on all pending patient communications. - Collaborative Care Support - Interdisciplinary Alignment: Collaborate seamlessly with remote providers, medical assistants, and administrative office staff to ensure continuity of care. - Protocol Adherence: Maintain absolute HIPAA compliance and strict documentation accuracy, quickly adapting to practice-specific protocols and varying provider preferences. Qualifications - Clinical Credentials: Active Medical Doctor (MD) license preferred; highly experienced Nurse Practitioners (NPs) are considered. - Linguistic Excellence: Flawless verbal and written English communication skills. Must possess an exceptionally clear, professional phone voice with a neutral accent that ensures immediate patient clarity and trust. - EMR Proficiency: Direct, hands-on experience navigating workflows within AthenaHealth EHR is strongly preferred. - Outpatient Competency: Solid foundation in clinical triage workflows, primary care, internal medicine, family medicine, or urgent care settings. - Technical Setup: A secure, completely quiet home office environment equipped with high-speed internet, dual monitors (preferred), and a professional noise-canceling headset. Strongly Preferred Experience - Background in Telehealth, virtual triage, or remote clinical support. - Deep experience managing patient portals and asynchronous virtual communication pipelines. - Exceptional multitasking capabilities with a proven track record of handling high-volume digital medical inboxes independently.