Care Team Senior Supervisor
hace 2 meses
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. This new organization will address unique provider needs, strengthen the fundamentals, and provide a "One Cigna" experience. Looking into the root causes and driving service excellence will be our pathway to 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 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, and ensure those are delivered. Analyze support workflows and make suggestions to improve efficiency and effectiveness, actively seeking and sharing ideas for innovation in business processes. Manage schedules of team members according to customer/provider demand and any service level agreements. Assess capacity planning for your segments and follow up on absences and coverage strategies to secure business continuity. Participate in forecasting and budgeting for customer service and track actual performance against plan. Produce meaningful, accurate management reports and statistical information in line with formats and timescales agreed with management, including trending and enhancement activities to quantify operational impacts. Maintain regular contact with Client Management, Service Ops, Clinical, and other Cigna internal stakeholders within your remit. Identify and act to remove obstacles to delivering consistently high levels of service. Assist and contribute to the design and rollout of new operational excellence projects. Ensure strong employee engagement within the team, including day-to-day oversight, motivation, conflict management, training, wellbeing, and performance by providing coaching and skill development in collaboration with other Care Team management and PSO Management Team. Work closely with senior management to help customer/provider service deliver on their components of overall company goals and objectives. Be a focal point for the PSO leads as well as other internal stakeholders. Lead and support your teams through required changes. International travel on a quarterly basis might be required. Your profile Minimum 2 years' experience leading operational teams within the company or outside. International mindset, with the ability to work remotely with colleagues and direct reports across locations. Striving for excellent service to our members, clients, and providers. Experience in and passion for coaching, managing, developing, and motivating individuals and the team. Experience in change and process improvement management, with a proven track record in improving customer service standards. Experience managing offshore teams. Strong presentation skills, and knowledge of Windows Office tools like Word, Outlook, Excel, PowerPoint. A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives. Competency to build a team and create an atmosphere of positive collaboration, innovation, and creative solutioning among team members. Proven data analytics skills (advanced Excel, Qlikview, Tableau, etc.). Results-oriented – ability to cascade and explain goals, establish plans, and manage work to achieve desired outcomes. Accountability – assumes ownership for achieving personal results and collective goals. Strong communication skills: demonstrating drive and enthusiasm. High level of English is a requirement. Key Competencies Manage ambiguity Balance stakeholders Organizational savvy Drive engagement Build effective teams Tech savvy Global perspective Data-driven What we offer? Type of Contract: Permanent. Multicultural working environment: A diverse job in an international context with impressive clients. Hybrid working: Enjoy working from the comfort of your home 3 days per week and 2 days from our Madrid office. Cigna's "Happy You": health and wellbeing initiatives, flexible work hours, home working opportunities. Flexible starting hour: Official Schedule Monday to Friday 9.00 to 17.00 but with flexibility. Our shifts are from 7:00 to 9:30, with the possibility to choose the time that suits you best. A wide range of social benefits (such as healthcare insurance, pharmacy insurance, dental insurance, vision insurance, life insurance, shuttle bus, and so on) 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 healthcare 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.
If you 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.
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