Care Team Senior Supervisor

hace 4 semanas

Pozuelo de Alarcón, España The Cigna Group A tiempo completo

About us

As part of the communicated by IH COO new operational model a Provider Services Organization (PSO) is being created. Its main objective is to centralize and optimize provider operations, simplifying the provider experience and creating stronger value-based relationships. Looking into the root causes and driving service excellence will be our pathway to get to an ultimate goal – improve provider experience.

One of the Front-end areas in PSO, Care Team, is seeking talent to fit into the Senior Supervisor position who will manage internal and offshore teams with a global footprint. His/her Care Teams are dedicated to specific segments within the organization.

Your job

As a Care Team Senior Supervisor, you will be managing a team based in KL, Nairobi and Madrid. You will be responsible for motivating your teams to ensure production levels and targets are achieved, ensuring effective processing controls are in place across locations, as well as championing efforts that achieve the highest possible levels of provider experience and satisfaction that enable the company to meet its growth and profit objectives.

Your role will be broader than the day-to-day management of the team – your agile, provider centric mindset will ensure that you contribute to our overall provider operations strategy, identifying opportunities to enhance the service proposition and to improve the efficiencies and productivity of your teams. Your role will report into the Care Senior Manager based in Madrid.

Your role will be to:

  • Lead dedicated care teams across the globe in an efficient and effective way.
  • Build and bring alive a true culture of provider centricity.
  • Meet operational KPI’s within the team in terms of production, quality, TAT, amongst others.
  • Analyze support workflows and suggest improvements for efficiency and effectiveness.
  • Manage schedules of team members according to customer/provider demand.
  • Assess capacity planning for your segments and follow up on absences and coverage strategies.
  • Participate in forecasting and budgeting for customer service and track actual performance against plan.
  • Produce meaningful, accurate management reports and statistical information.
  • Maintain regular contact with Client Management, Service Ops, Clinical and other Cigna internal stakeholders.
  • Identify and act to remove obstacles to delivering consistently high levels of service.
  • Assist in the design and rollout of new operational excellence projects.
  • Ensure strong employee engagement within the team, including oversight, motivation, conflict management, training, and performance management.
  • Work closely with senior management to help customer/provider service deliver on their components of overall company goals.
  • Be a focal point for the PSO leads and other internal stakeholders.
  • Lead and support your teams through required changes.
  • International travel on a quarterly basis may be required.

Your profile

  • Minimum 2 years' experience leading operational teams.
  • International mindset, able to work remotely with colleagues across locations.
  • Striving for excellent service to members, clients, and providers.
  • Experience in coaching, managing, developing, and motivating individuals and teams.
  • Experience in change and process improvement management.
  • Experience managing offshore teams.
  • Strong presentation skills and knowledge of Office tools.
  • A growth mindset with a positive attitude towards change.
  • Competency to build a team and create an atmosphere of positive collaboration.
  • Proven data analytics skills.
  • Results-oriented with the ability to establish plans and manage work to achieve outcomes.
  • Accountability for achieving personal results and collective goals.
  • Strong communication skills with a high level of English.

Key Competencies

  • Manage ambiguity
  • Balances stakeholders
  • Organizational savvy
  • Drives engagement
  • Build effective teams
  • Tech savvy
  • Global perspective
  • Data driven

What we offer?

  • Type of Contract: Permanent.
  • Multicultural working environment.
  • Hybrid working: 3 days from home and 2 days from our Madrid office.
  • Flexible starting hour with shifts available.
  • A wide range of social benefits and attractive salary packages.

About Cigna Healthcare

Cigna 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 or related medical conditions.

If you require reasonable accommodation in completing the online application process, please email: SeeYourselfEMEA@cigna.com for support.

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