The Program Management Advisor is a key member of the Non‑Par Management / Out‑of‑Network Protection Team (ONPT). This role develops and maintains knowledge management tools, capabilities, best practices, policies, procedures, and repeatable processes across multiple lines of business, products, and Cigna companies.

This position drives operational reporting, controls, audits, and tools with a focus on delivering high‑value initiatives. The Advisor identifies and prioritizes operational issues, pain points, and process gaps that impact provider, client, and customer experience. The role regularly partners with vendors, internal teams, and matrix stakeholders to improve the ONPT operating model and downstream service experience.

The Advisor serves as a subject-matter expert across segments, products, and claim engines and is a key driver of business-process improvement initiatives. Using analytics, the Advisor delivers ongoing solutions to recurring issues and trends and supports the resolution of high‑priority, high‑impact escalations across lines of business.

Duties and Responsibilities

• Develop, execute, and maintain the ONPT knowledge management strategy, including tools, best practices, policies, procedures, and reusable processes
• Create and maintain tools, reports, and job aids that drive operational improvements, including operating manuals and centralized data repositories
• Recommend and lead the development of systemic monitoring tools, controls, and processes to detect and address defects
• Manage operational readiness for ONPT projects, including requirements gathering, prioritization, testing, and implementation; partner with Development and IT teams
• Analyze and translate data to identify improvement opportunities, with a focus on efficiency and automation
• Perform vendor security activities, including onboarding, access management, equipment issuance, and returns
• Act as a subject matter expert liaison between IT and the business for system releases impacting non‑par operations
• Provide actionable insights and recommendations to leadership related to people, process, and technology
• Deliver consistent operational performance reporting across ONPT operations
• Monitor efficiency and recommend improvements related to claims flow between Service Operations, ONPT, and vendors
• Identify and prioritize issues and process gaps that contribute to customer abrasion

Position Requirements

• Bachelor’s degree or equivalent relevant work experience
• Strong background in Medicare and Commercial lines preferred
• Experience with reporting and/or automation tools preferred
• Experience leading operational readiness activities or managing multi‑component initiatives across teams
• Experience in benefits and claims administration and/or project or relationship management preferred
• Strong knowledge of non‑par programs preferred
• Advanced knowledge of Cigna products, lines of business, and claim systems required
• Demonstrated ability to take ownership and deliver results with minimal supervision
• Strong written and verbal communication skills; ability to work in a highly matrixed environment
• Proven analytical, problem‑solving, and project management skills