{"id":3266612,"url":"https://alion.io/job/the-cigna-group-client-advocate","title":"Client Advocate","company":{"id":13928,"name":"The Cigna Group","domain":"thecignagroup.com","url":"https://alion.io/company/thecignagroup","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":90,"open_postings":83,"ghost_share":0.024,"stale_share":0.494,"repost_share":0.084,"time_to_fill_p50_days":20,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Legal","role_family":"Legal","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Madrid, Spain"],"countries":["ES"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Windows","optional":true}],"status":"closed","first_seen_at":"2026-10-23T00:00:00Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-27T04:52:34Z","board_verified":false,"closed_at":"2026-10-27T04:52:34Z","days_open":4,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":4},"description":"Client Advocate\nExcited to grow your career?\nAs a Client Support Analyst, you will be responding to escalations and every day enquiries received either directly from the Client, the Client Service Executive, the Client Management Team or the Sales Team. Your role is to investigate each query thoroughly and to provide feedback and solutions to the client and/or member and the internal stakeholders. You will work in close cooperation with your colleagues in other operations departments (E.g. Claims, Service, Eligibility Team) to ensure a timely response. In addition, you may be looking after a small portfolio of clients including some reporting and webinars.\nYour role includes:\nSupporting our Commercial Team (Client Executive/Management/Sales Teams) with any operational escalations or questions from our clients - act as a one-stop shop for our Commercial Team.\nProviding comprehensive feedback that can be translated back to our clients, providing regular updates on the case until the point of resolution.\nTaking full ownership and responsibility to ensure all aspects of the enquiry are clarified and closed with our stakeholders and customer.\nConduct detailed, thorough and qualitative investigation to provide meaningful insights, leading to corrective actions and process improvements.\nPartner and work collaboratively with relevant departments and key stakeholders to achieve quick and accurate resolution.\nWorking to resolve all escalations according to the agreed KPIs, ideally within 3 business days, making use of the designated contacts for Client Support and internal network.\nProactively identify improvement opportunities and provide feedback to operational teams because of the investigation of escalations and through trend analysis.\nBe active in seeking and sharing ideas for innovation in business processes within the operations teams and beyond.\nProactively flag any risks to the Client Support Manager in processes.\nDelivering member engagement sessions or informational webinars upon request, working along with the Client and Sales teams on the preparation.\nAccurate and diligent documentation of cases per the Client Support guidelines to ensure trend analysis on client escalations.\nInitiate direct contact with member and/or providers when feasible and advantageous to reduce the life cycle of the case.\nPrepare and deliver reports on operational performance to Client Managers and/or Client Service Executives.\nEnsure effective business relationships, both internally and externally to ensure a seamless service delivery.\nCarry out any ad hoc tasks as required to meet the business needs.\nBe compliant with Consumer Duty in all interactions.\nYour profile:\nMinimum of two years’ experience in operational roles within Cigna.\nExperience in Claims, Comms and Eligibility are a plus.\nFluent in English, also other languages such as Spanish/French are a plus.\nStrong communication and presentation skills, and knowledge of Window tools, e.g. Excel, PowerPoint, Windows.\nProficient with internal tools, able to use critical thinking to find the best solution to cases.\nAble to be accountable for resolutions and result driven.\nHaving a good internal network within operational teams is a plus.\nExperience in complaint management - with a proven track record in improving customer service standards.\nAble to work efficiently as a team to ensure turnaround times are respected.\nExperience working in highly complex cases along with Client Management/Sales with positive outcomes is a plus.\nExcellent organization, planning and prioritization skills.\nAble to seek out best practice to effectively deal with diverse, complex and highly sensitive issues.\nAble to manoeuvre complex situations and deal with several stakeholders at once to reach resolution.\nAbility to prioritise and reorganise workload at short notice, balancing various tasks at once whilst achieving deadlines.\nCustomer centricity with the ability to be diplomatic and empathetic, whilst following processes and guidelines.\nStrong analytical and problem-solving skills.\nConfidence to constructively challenge decisions if necessary.\nAbility to take ownership of cases from beginning to end, ensuring a seamless service delivery and 5-star experience.\nShift: Madrid normal office working hours M-F 9 to 16:45H.\nAbout Cigna Healthcare\nCigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. 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.\nIfyou require reasonable accommodation in completing the online application process, please email:  for support. Do not email  for an update on your application or to provide your resume as you will not receive a response.","description_format":"text","description_chars":5444,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"All levels","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Spain","iso":"ES","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Pharmacies","Health Insurance & Benefits"],"lifecycle":[{"event":"open","at":"2026-10-26T09:32:45Z"},{"event":"close","at":"2026-10-27T04:52:34Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/the-cigna-group-client-advocate","json_url":"https://alion.io/job/the-cigna-group-client-advocate.json","meta":{"generated_at":"2026-11-02T06:27:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9310,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":13928},"rest":"https://alion.io/mcp/rest/get_company?id=13928"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fthe-cigna-group-client-advocate"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fthe-cigna-group-client-advocate"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fthe-cigna-group-client-advocate"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/the-cigna-group-client-advocate\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fthe-cigna-group-client-advocate"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3266612}},{"tool":"search_jobs","arguments":{"company":"thecignagroup.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3266612},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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