Eligibility Manager
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Job Description
Eligibility Manager leading chargeback administration and team management at Cigna Group. Focuses on operational excellence, data quality, and escalated issue resolution in remote settings.
Responsibilities:
- Lead day-to-day chargeback, cash application, and adjustment operations across a team of 4–7 analysts, ensuring workload balance, service levels, and quality standards are met
- Oversee advanced analysis and resolution of complex payment discrepancies, pricing variances, contractual issues, and aged receivable items
- Ensure accurate application of cash and adjustments in accordance with audit controls, contractual terms, and internal policies
- Prepare and review End-of-Month reporting, ad hoc analyses, and management-level summaries
- Monitor team performance, productivity, and operational metrics to identify risks and drive timely corrective action
- Directly manage, coach, and develop a team of 4–7 analysts, including performance management, prioritization, and capability building
- Serve as the primary escalation point for complex chargeback and accounts receivable issues, ensuring timely resolution and clear ownership
- Provide guidance and subject matter expertise to support accurate and timely resolution of chargeback activity across the team
- Partner with the Senior Manager on workload planning, team development, and operational priorities
- Provide regular readouts and escalation insights to the Director, highlighting performance trends, key risks, and recommended actions
- Act as a key liaison between Chargeback Operations, Finance, Pricing, and external vendors to resolve disputes and systemic issues
- Assist in establishing and maintaining regular business reviews / touchpoints with top vendors
- Prepare data, insights, and discussion materials for vendor touchpoints to drive accountability, transparency, and continuous improvement
- Track vendor performance trends, recurring issues, and follow‑up actions resulting from business reviews
- Partner with internal stakeholders to align on vendor strategies, risks, and improvement opportunities
- Assist with spearheading projects focused on process efficiency, data cleanup, and operational improvements
- Identify gaps in current workflows, controls, or data quality and recommend sustainable solutions
- Partner with cross‑functional teams (Finance, Pricing, IT, Audit, Vendor Management) to implement process or system enhancements
- Document processes, controls, and best practices to support scalability and consistency across the team
- Support testing, validation, and adoption of system enhancements or process changes
- Ensure compliance with audit requirements, internal controls, and vendor‑specific deadlines
- Contribute to risk identification and mitigation efforts related to chargeback processing and vendor performance
- Provide leadership with data‑driven insights to inform prioritization and decision‑making
Requirements:
- 5+ years of experience in chargebacks, accounts receivable, cash application, or adjustments within a B2B manufacturing or distribution environment
- Strong understanding of supplier contracts, chargeback processes, audit controls, and operational governance
- Demonstrated experience leading or managing teams, including coaching, performance management, and workload prioritization
- Advanced proficiency in Microsoft Excel, including complex formulas, pivot tables, and data analysis techniques
- Hands-on experience with ERP systems (SAP and/or Oracle required)
- Strong problem-solving skills with the ability to independently resolve issues and lead escalations across cross-functional stakeholders
- Excellent verbal and written communication skills, including experience engaging with vendors, leadership, and cross-functional partners
- Proven ability to manage multiple priorities, monitor team performance, and meet vendor-specific deadlines
- Experience preparing management readouts and operational summaries for senior leadership preferred
Benefits:
- Medical, vision, and dental health insurance
- Well-being and behavioral health programs
- 401(k)
- Company paid life insurance
- Tuition reimbursement
- Minimum of 18 days of paid time off per year
- Paid holidays
- Annual bonus plan
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