Global Provider Services Manager

hace 3 semanas

Madrid, Madrid, España Cigna A tiempo completo

About the Role:

The Global Provider Services Manager will play a key role in supporting the Provider Relations Lead in managing a team of provider service agents. The team will be based in various locations around the world and will be responsible for delivering core services to our internationally contracted providers.

Key Responsibilities:

  • Team performance management: motivating individuals and teams collectively to achieve agreed work output targets covering productivity, quality and provider satisfaction.
  • BPO performance management.
  • Support the creation of processes for the team along with the set up of the new structure.
  • Being responsible for the monitoring and follow up and management of the Provider Services KPIs (daily monitoring, weekly and monthly reporting).
  • Being responsible to organize the call schedule to ensure that there is a 24/7 coverage to our provider requests.
  • Lead the team in a fast pace changing environment: ensure strong employee engagement within the team, including day to day oversight, motivation, conflict management, training, well being and performance by providing coaching and skill development.
  • Promote a culture of continuous improvement where you drive the improvements, follow up on them until they are implemented and you measure their effectiveness afterwards.
  • Proactive escalation of risks to your Manager in the field of Provider escalations, SLA achievement, people management.

Requirements:

  • Minimum of 1 year experience as a people manager of an operational front desk.
  • Experience in Contact Center is highly valued.
  • A previous experience with a CRM tool such as Salesforce, or any planning tool.
  • Experience with management of remote/virtual teams.
  • You make data-driven assessments and decisions, you understand different operational and service metrics within Cigna and use them on a daily basis to articulate proposals & decisions.
  • You're tech-savvy, proficient at Excel and Microsoft Office and Call management tools (Avaya, Cisco etc).
  • You have a growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives.

About Cigna:

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.

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