The Cigna Group Launches Actions To Drive Positive Change for Customers and Patients
The Cigna Group (NYSE: CI) has announced a comprehensive multi-year initiative to transform healthcare experiences for its customers. The company outlined five key focus areas: easier access to care, better support, better value, accountability, and transparency.
Key actions include: tying leadership compensation to customer satisfaction, publishing an annual Customer Transparency Report starting in 2026, expanding healthcare advocate teams for complex conditions, improving prior authorization processes, and implementing changes at Express Scripts to protect patients from high medication list prices.
To ensure accountability, Cigna established the Office of Excellence and Transformation, overseen by Dr. David Brailer and Chris DeRosa. The office will coordinate company-wide efforts to improve customer health outcomes and experiences.
Il Gruppo Cigna (NYSE: CI) ha annunciato un'iniziativa complessiva pluriennale per trasformare le esperienze sanitarie dei suoi clienti. L'azienda ha evidenziato cinque aree chiave di interesse: accesso più facile alle cure, migliore supporto, maggiore valore, responsabilità e trasparenza.
Le azioni principali includono: legare la compensazione della leadership alla soddisfazione del cliente, pubblicare un Rapporto Annuale sulla Trasparenza del Cliente a partire dal 2026, ampliare i team di sostenitori della salute per condizioni complesse, migliorare i processi di autorizzazione anticipata e implementare modifiche a Express Scripts per proteggere i pazienti dai prezzi elevati dei farmaci.
Per garantire responsabilità, Cigna ha istituito l'Ufficio di Eccellenza e Trasformazione, supervisionato dal Dott. David Brailer e Chris DeRosa. L'ufficio coordinerà gli sforzi a livello aziendale per migliorare i risultati e le esperienze sanitarie dei clienti.
El Grupo Cigna (NYSE: CI) ha anunciado una iniciativa integral a varios años para transformar las experiencias de atención médica de sus clientes. La empresa delineó cinco áreas clave de enfoque: acceso más fácil a la atención, mejor apoyo, mejor valor, responsabilidad y transparencia.
Las acciones clave incluyen: vincular la compensación de liderazgo a la satisfacción del cliente, publicar un Informe Anual de Transparencia del Cliente a partir de 2026, ampliar los equipos de defensores de la salud para condiciones complejas, mejorar los procesos de autorización previa e implementar cambios en Express Scripts para proteger a los pacientes de los altos precios de los medicamentos.
Para garantizar la responsabilidad, Cigna estableció la Oficina de Excelencia y Transformación, supervisada por el Dr. David Brailer y Chris DeRosa. La oficina coordinará los esfuerzos en toda la empresa para mejorar los resultados y las experiencias de salud de los clientes.
시그나 그룹 (NYSE: CI)는 고객의 의료 경험을 변화시키기 위한 포괄적인 다년 계획을 발표했습니다. 이 회사는 다섯 가지 주요 초점 영역을 설명했습니다: 의료 접근성 향상, 더 나은 지원, 더 좋은 가치, 책임, 그리고 투명성.
주요 조치에는 고객 만족도에 따라 리더십 보상을 연동하고, 2026년부터 연례 고객 투명성 보고서를 발행하며, 복잡한 질환에 대한 헬스케어 옹호 팀을 확장하고, 사전 승인 프로세스를 개선하며, Express Scripts에서 약물 가격을 보호하기 위한 변경 사항을 시행하는 것이 포함됩니다.
책임을 보장하기 위해 시그나는 우수성 및 변혁 사무소를 설립했으며, 이는 David Brailer 박사와 Chris DeRosa가 감독합니다. 이 사무소는 고객의 건강 결과 및 경험을 개선하기 위한 회사 전체의 노력을 조정할 것입니다.
Le Groupe Cigna (NYSE: CI) a annoncé une initiative pluriannuelle complète pour transformer les expériences de santé de ses clients. L'entreprise a défini cinq domaines clés d'intervention: un accès facilité aux soins, un meilleur soutien, une meilleure valeur, la responsabilité et la transparence.
Les actions clés comprennent : lier la rémunération des dirigeants à la satisfaction des clients, publier un Rapport Annuel de Transparence Client à partir de 2026, élargir les équipes de défenseurs de la santé pour les conditions complexes, améliorer les processus d'autorisation préalable et mettre en œuvre des changements chez Express Scripts pour protéger les patients des prix élevés des médicaments.
Pour garantir la responsabilité, Cigna a établi le Bureau d'Excellence et de Transformation, supervisé par le Dr. David Brailer et Chris DeRosa. Ce bureau coordonnera les efforts de l'entreprise visant à améliorer les résultats et les expériences de santé des clients.
Die Cigna Gruppe (NYSE: CI) hat eine umfassende mehrjährige Initiative angekündigt, um die Gesundheits Erfahrungen ihrer Kunden zu transformieren. Das Unternehmen hat fünf wichtige Schwerpunkte skizziert: leichterer Zugang zu Pflege, bessere Unterstützung, besserer Wert, Verantwortung und Transparenz.
Zu den wichtigsten Maßnahmen gehören: die Verknüpfung der Führungskommission mit der Kundenzufriedenheit, die Veröffentlichung eines jährlichen Transparenzberichts für Kunden ab 2026, die Erweiterung der Gesundheitshelferteams für komplexe Bedingungen, die Verbesserung der Genehmigungsprozesse und die Umsetzung von Änderungen bei Express Scripts, um Patienten vor hohen Medikamentenpreisen zu schützen.
Um Verantwortung zu gewährleisten, hat Cigna das Büro für Exzellenz und Transformation eingerichtet, das von Dr. David Brailer und Chris DeRosa geleitet wird. Das Büro wird die unternehmensweiten Bemühungen zur Verbesserung der Gesundheits Ergebnisse und Erfahrungen der Kunden koordinieren.
- Implementation of leadership compensation tied to customer satisfaction metrics
- Expansion of healthcare advocate teams for complex conditions
- Introduction of enhanced digital tracking system for prior authorizations
- New protection measures against high medication list prices through Express Scripts
- None.
Insights
This comprehensive transformation initiative by The Cigna Group represents a strategic pivot that could significantly impact its market position and financial performance. The creation of the Office of Excellence and Transformation, led by Dr. David Brailer and Chris DeRosa, signals a serious commitment to organizational change, but implementation will be resource-intensive and complex.
The decision to tie executive compensation to customer satisfaction metrics is particularly noteworthy, as it aligns management incentives with service quality improvements. This could impact profitability in the short term but potentially drive long-term value through improved customer retention and market share.
The Express Scripts pricing model changes are especially significant, addressing a major pain point in healthcare costs. By ensuring patients benefit from negotiated prices rather than paying list prices, Cigna is positioning itself ahead of potential regulatory changes in drug pricing transparency. This proactive approach could provide a competitive advantage but may initially pressure margins.
The expansion of healthcare advocacy services and streamlining of prior authorization processes address critical inefficiencies in healthcare delivery. While these improvements will require substantial investment in technology and personnel, they could reduce operational costs long-term through increased automation and reduced administrative burden.
Key success factors to monitor include:
- Implementation timeline and execution of the Customer Transparency Report initiative
- Impact on operational costs from expanded advocacy services
- Provider adoption rates for the new digital authorization system
- Customer satisfaction metrics and retention rates
- Market share changes in key segments
While these changes demonstrate strong strategic intent, the real test will be in execution and the ability to maintain profitability while implementing these customer-centric initiatives. The impact on shareholder value will depend on successful implementation and market reception of these changes.
Company Implements Governance and Executive Changes To Ensure Accountability
"The health care system in America needs to be better, and we have challenged ourselves to help lead and drive systemic change," said David M. Cordani, chairman and CEO of The Cigna Group. "We do a lot of good for many people, but we need to do better for everyone. We are committed to implementing tangible actions across our company to help drive better health outcomes and health care experiences. Today's announcement marks the initial steps in our multi-year journey toward building a better and more sustainable model in health care."
The Cigna Group has established five key areas of focus, and several initial specific actions, to improve the health of its customers and the value it provides:
- Easier access to care: The company will address the challenges customers face by making its processes simpler, easier and faster.
- Better support: The company will provide customers with more support and resources to navigate the health care system.
- Better value: The company will drive better value for its customers.
- Accountability: The company will implement governance processes at the highest levels to successfully ensure positive changes.
- Transparency: The company will openly share how it is continuously improving.
Initial Actions To Drive The Cigna Group's Commitments
The Cigna Group: To ensure alignment in priorities and greater accountability, The Cigna Group will tie its leaders' compensation to improving the satisfaction of its customers.
Additionally, starting in early 2026, The Cigna Group will publish an annual Customer Transparency Report to make its progress toward its commitments clear. The report will include important information relating to how the company facilitates customer care, including details about its services and resolution statistics.
Cigna Healthcare: As announced separately today, Cigna Healthcare is taking the following actions:
- Expanding its team of Cigna Healthcare advocates who support customers and patients with the most challenging or complex conditions, such as cancer; these highly trained advocates will help more patients navigate every stage of their care and treatment journey
- Investing resources to help more customers and patients quickly resolve administrative needs with prior authorization and post-care claims
- Introducing an enhanced digital status tracker that patients can use for prior authorization updates
- Encouraging physicians to communicate electronically about prior authorizations and claims through Cigna Healthcare's digital provider portal to expedite approvals and reduce error
Evernorth Health Services: Evernorth recently announced actions to address Express Scripts' patient access and affordability and improve transparency.
Going forward, Evernorth's standard offerings will protect patients from paying the high list price of their medications, ensuring they benefit from the lower price negotiated by Express Scripts. Additionally, patients in employer-sponsored plans will have improved financial predictability, receiving the benefit of savings negotiated by Express Scripts if they don't already.
As part of this broader effort, the company also committed to providing an annual personalized summary to customers about how they benefit directly from the discounted prices Express Scripts negotiates and providing an annual standardized report to plan sponsors disclosing costs and pharmacy claim-level reporting.
Executive Changes To Ensure Accountability
The Cigna Group's work to drive significant improvements for all its customers will be governed by its new Office of Excellence and Transformation. This office will partner across the organization to shape the company's response to improve the health of the millions of customers it serves and to ensure accountability.
The office will have oversight by Dr. David Brailer, the company's executive vice president and chief health officer and a highly experienced physician. Additionally, Chris DeRosa will assume a newly created role leading the office, reporting to Dr. Brailer. DeRosa, a longtime Cigna Healthcare leader with a deep understanding of the needs of customers and health plan sponsors, currently serves as president,
"I am inspired to work alongside our 70,000 colleagues and the Office of Excellence and Transformation to realize our commitments to better care and clinical excellence," Dr. Brailer said. "We will lead the health care industry in how we serve our patients and customers and support the clinicians who care for them."
More information about The Cigna Group's commitments is available here.
About The Cigna Group
The Cigna Group (NYSE: CI) is a global health company committed to creating a better future built on the vitality of every individual and every community. We relentlessly challenge ourselves to partner and innovate solutions for better health. The Cigna Group includes products and services marketed under Cigna Healthcare, Evernorth Health Services, or its subsidiaries. The Cigna Group maintains sales capabilities in more than 30 markets and jurisdictions and has approximately 182 million customer relationships around the world. Learn more at thecignagroup.com.
Media Contact
media@cigna.com
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SOURCE The Cigna Group
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