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The Behavioral Escalations Senior Advisor serves as a strategic individual contributor and operational leader within Behavioral Clinical Operations, acting as the primary point of contact for escalations across Behavioral Operations and driving high quality execution of key initiatives. As the main point of contact for critical escalations and issues, the position ensures timely resolution by coordinating across Behavioral Operations teams and matrix partners. This role also ensures accurate and consistent information is communicated in RFPs and contributes to the design and execution of clinical programs and enterprise initiatives. Leveraging deep behavioral operations expertise, the role influences strategic direction, partners across stakeholder groups, and may lead initiatives or teams depending on business needs. Strong clinical credentials, operational acumen, and the ability to navigate complex environments are essential for success.

Core Responsibilities

+ Owns escalation resolution for Behavioral Operations, including being the primary point of contact for urgent escalations, working with the Stakeholder Experience Team to identify and remediate ongoing issues, and coordinate with other matrix partners across the organization as needed

+ Build out a formal structure for handling urgent escalations after hours

+ Owns operational support for RFPs, ensuring clinical program details are accurately represented and additional information is gathered from correct parties

+ Ensures we respond to potential and existing client requests accurately, timely, and consistently

+ Partners with Account Management to ensure Behavioral Operations meets the needs of our clients and coordinate with Behavioral Operations matrix partners to fill gaps

+ Partners with Behavioral Operations to review client requests and works closely with Behavioral Clinical Operations to ensure we can balance requests with finite resources

+ Utilizes Behavioral Operations experience and data to influence and advise on Behavioral Operations strategy, key initiatives and roadmaps

+ Lead and take part in Behavioral Clinical Operations initiatives as assigned by Program Management Director and Clinical Operations Senior Director

+ Ensures aligned projects are executed properly and timely

+ Contributes to the design and enhancement of clinical programs and innovations

+ Partners with other leaders to engage in enterprise initiatives, representing the Behavioral Clinical Operations organization and clinical teams

+ Deliver presentations, face to face or virtually, to internal and external partners

+ The position may or may not have direct reports, this can vary based on the solutions/programs being supported and business need

Minimum** **Qualifications

+ Master level independent clinical/counseling license with 5-7 years post licensure experience

+ 7+ years of working experience within Behavioral Operations

+ Ability to manage escalations and sensitive requests with urgency and discretion

+ Ability to manage multiple tasks simultaneously and shift priority quickly as needed

+ Ability to comprehend the needs of the business while also anticipating questions, and addressing those proactively back to leadership and/or other matrix partners

+ Experience working across several stakeholder groups to gain alignment and eliminate barriers

+ Experience in leading/managing projects and change management

+ Enterprise thinker with proven ability to influence across a matrix environment. Ability to develop relationships across all levels of the organization

+ Excellent organizational skills with high attention to detail

+ Strong strategic acumen, including strategic thought, creation and execution

+ Previous leadership experience preferred but not required

Travel

+ Up to 25% travel required

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.

For this position, we anticipate offering an annual salary of 113,600 - 189,300 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.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group .

About Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. 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._