Candidates who reside within 50 miles of the following locations may be asked to work in person on hybrid schedule (three days per week): Bloomfield, CT, Chattanooga, TN, Denver, CO, St Louis, MO, and Scottsdale, AZ.

Role summary

This position is responsible for managing the communications strategy, content creation, and delivery for external providers and internal provider-facing teams related to complex, highly visible crisis and rapid response situations, including media inquiries, operational constraints, disaster notifications, mergers & acquisitions, escalated provider concerns, and other urgent business needs. Reporting to the Senior Director, Provider Insights & Communications team, this role will have end-to-end accountability for formalizing and implementing a disaster response strategy for the team. The role will act as a single point-of-contact on the Provider Insights & Communications team for crisis communications and rapid response, creating a consistent experience for providers and provider-facing teams through the development of templates, SOPs, and other resources. The role will also help ensure internal provider leaders are well-informed and prepared to discuss key topics with senior leaders, understanding any impacts on the business as well as external partners. Ultimately, this role will help protect The Cigna Group brand and advocate for the provider experience.

Responsibilities

• Develops and implements crisis and rapid response communication strategies – including planning, creating, and distributing provider communications – for media inquiries, operational constraints, disaster notifications, mergers & acquisitions, escalated provider concerns, and other urgent business needs as they arise.
• Works with senior leaders and key business SMEs to develop internal and external communication strategies and tactics to mitigate or deescalate complex or adverse provider experience issues that create noise and impact Cigna’s service channels or teams.
• Quickly assesses situations that may warrant rapid responses, summarizing what’s happening, the potential impacts on providers, provider-facing teams, and the overall business, and recommends a strategic communications approach, including documing dependencies, risks, mitigation options, tactics, timelines, resources, and costs.
• Acts as a single point-of-contact for crisis and rapid response communications within the Provider Insights & Communications team.
• Formalizes the disaster response strategy for the Provider Insights & Communications team, including the creation of templates, standard operating procedures (SOPs), and other resources to ensure consistent and timely communication.
• Supports internal provider leaders with comprehensive information and preparation for discussions with senior leaders or external partners on critical issues.
• Advocates for the provider experience, advising senior leaders on engagement approaches that balance internal business goals against providers’ perception of The Cigna Group.
• Collaborates with program leadership and the cross-audience communications teams (e.g., client, customer, sales, service operations, media team, etc.) to build integrated communication plans that are complementary and consistent.
• Identifies opportunities and builds a strategy to support call volume reduction efforts by championing smart, timely, and tactical approaches to inform providers and de-escalate critical situations.
• Plans a wide variety of communications, including emails, letters, website content, talking points, scripts, PowerPoints, etc..
• Participates in project meetings across the enterprise as a provider communication subject matter expert.
• Advises and works alongside senior leaders and key matrix partners to build optimal provider-focused strategies.
• Maintains thorough understanding of business/program goals, objectives, impacts, and processes in order to offer unique provider communication solutions.
• Builds enhanced plans and tactics that engage, prepare, and educate provider-facing employees.
• Ensures all communications and materials are consistent with the Cigna text standards, brand and culture, co-branding and licensing requirements as needed, and meet national and state legal and regulatory requirements.
• Manages multiple projects simultaneously, often with similar or competing timelines and urgency.
• Monitors and evaluates results of communications outreaches to adjust and change course as needed.
• Performs other duties as identified.

Minimum Requirements

• Bachelor’s degree or higher strongly preferred in communications, public relations, marketing, or related discipline or equivalent work experience required.
• 10+ years of experience in health care communications or a related field.
• Proven experience in developing and executing communication strategies during crises and urgent situations.
• Experience advising and presenting to executive-level leaders.
• Broad business knowledge of the health care services industry and provider dynamics.
• Experience developing communication strategies and positioning platforms.
• Experience evaluating business objectives and audience’s needs to develop communications plans and appropriate tactics.
• Ability to work effectively under pressure and manage multiple priorities.
• Strong interpersonal skills and the ability to collaborate with internal and external stakeholders.
• High level of professionalism and discretion.
• Ability to think strategically and act tactically.
• Proficiency in Microsoft Office applications.

Preferred Requirements

• Strong project management, communication, and presentation skills.
• Strong writing and proofreading skills.
• Ability to connect people and bring resources together to get things done.
• Ability to work independently and proactively, using critical thinking and problem-solving skills.
• Ability to prioritize multiple projects in a fast-paced environment to meet deadlines.
• Strong business acumen.
• Strong peer and senior leader relationship management skills to foster collaboration, value others’ perspectives, negotiate, influence, and gain support and buy-in.
• Comfortable with being accountable for high-priority, high-visibility communications.

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 111,000 - 185,000 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 The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. 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: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com 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.