Global Care Team Operations Manager
hace 3 semanas
As part of Cigna Insurance's organizational transformation, a Provider Services Organization (PSO) is being established to centralize and optimize provider operations. The Care Team, a key front-end area within PSO, is seeking a talented Senior Supervisor to manage internal and offshore teams with a global footprint.
Key Responsibilities:
- Lead dedicated care teams across the globe in an efficient and effective manner.
- Build and implement a culture of provider centricity.
- Meet operational KPIs within the team, focusing on production, quality, and time-to-action.
- Analyze support workflows and suggest improvements to enhance efficiency and effectiveness.
- Manage team members' schedules according to customer/provider demand and service level agreements.
- Assess capacity planning and follow up on absences and coverage strategies to ensure business continuity.
- Participate in forecasting and budgeting for customer service and track actual performance against the plan.
- Produce meaningful 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 high levels of service.
- Assist in designing and rolling out new operational excellence projects.
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