Senior Care Team Manager

hace 4 semanas


Madrid, Madrid, España Cigna A tiempo completo

About Cigna

Cigna is creating a Provider Services Organization (PSO) to centralize and optimize provider operations. This new organization aims to simplify the provider experience and create stronger value-based relationships. One of the Front-end areas in PSO, Care Team, is seeking a Senior Supervisor to manage internal and offshore teams with a global footprint.

Your Role

As a Care Team Senior Supervisor, you will be responsible for motivating your teams to achieve production levels and targets. You will ensure effective processing controls are in place across locations and champion efforts to achieve the highest possible levels of provider experience and satisfaction. Your role will contribute to the overall provider operations strategy, identifying opportunities to enhance the service proposition and improve the efficiencies and productivity of your teams.

Key Responsibilities

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.
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.
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.

What We Offer

Cigna offers a dynamic and challenging work environment that allows you to grow and develop your skills. You will have the opportunity to work with a global team and contribute to the success of our organization.



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