Escalation Management

**About us**

Cigna is one of the world’s leading providers of health care, expatriate employee benefits, life, accidental and supplemental health insurance. Headquartered in the US and listed in NYSE, the Company operates in countries across the Americas, Europe, Africa, and Asia Pacific. International Health Segment covers the global mobile employees outside of the US market.

Provider Services Organization within IHDS (International Health Delivery Services) gives support to all business lines within International Health segment, taking care of the end-to-end relationships and operations with our network providers around the world. We are in a transformation journey, and we are looking for an Escalation Management and Advocacy Lead.

**Your job**

As Escalation Management & Advocacy Lead you will be responsible for overseeing the escalation management process, ensuring that critical customer and provider operational issues are addressed efficiently, resolved promptly, and prevented in the future. This role involves coordinating cross-functional teams, analyzing root causes, and implementing strategic solutions to enhance customer satisfaction and operational effectiveness. You will be responsible for developing and executing communication strategies that align with business objectives, together with the overall COM lead for IHDS, driving internal engagement. Within your role, you will report into PSO Senior Director.

Your role will be to:
Escalation Handling & Resolution
- Lead and oversee the management of PSO escalations.
- Ensure timely and effective resolution of escalated issues by coordinating with relevant teams, ensuring transparency in communication with stakeholders.

Process Improvement & Root Cause Analysis
- Conduct post-escalation reviews to identify patterns, trends, and areas for process improvements.
- Develop and refine escalation workflows to enhance efficiency and customer satisfaction.
- Implement preventive measures to reduce future escalations.

Stakeholder Communication & Reporting
- Provide regular reports on escalation trends, resolution times, and customer impact.
- Communicate updates to senior leadership and key stakeholders on high-impact cases.
- Ensure all escalations are documented and tracked for continuous learning and improvement.

Customer & Business Impact Management
- Assess the business impact of escalations and prioritize actions accordingly.
- Develop strategies to mitigate risks and prevent escalations from affecting PSO operations in partnership with the process owners.

Strategic Communication Planning
- Develop and implement comprehensive internal communication strategies to support business objectives, foster employee engagement & alignment with IH/IHDS goals.
- Align messaging across all communication channels to ensure consistency and impact.
- Collaborate with PSO leadership to craft and deliver key messages.
- Develop high-quality content such as MORs, speeches, newsletters, and reports
- Act as a key liaison between senior leadership, PSO management team, employees, and key stakeholders.

Team Leadership & Collaboration
- Supervise and mentor a team of escalation specialists or SMEs.
- Establish and monitor key performance indicators (KPIs) to measure escalation response effectiveness.
- Foster a culture of continuous improvement within the team.
- Work closely with customer Client support teams, Operations, clinical, network and other departments to ensure efficient resolution of complex issues.
- Work closely with marketing, Change, HR, and other departments to ensure cohesive messaging.
- Build PSO strategic roadmap, together with the different PSO management teams (Managers, SSV’s, SV’s)
- Act as a liaison between customers / commercial teams and internal teams to drive improvements in service delivery
- Organize the PSO strategic offsite 2 times year and business reviews (once per year)
- Organize regular touch points with the PSO teams to follow-up the progress of the different initiatives (as part of the roadmaps) & communicate the progress of our roadmaps to different levels in the organization

**Your Profile**
- 5+ years in escalation management, customer support, operations, or a related field
- Experience in corporate communication or strategic communications
- Strategically orientated with a focus on execution and delivery
- Experience managing multiple stakeholder groups and ambiguity

**Key Competences**
- Ability to remain calm under pressure and lead teams through high-stress situations
- Change/Agile mindset
- Results driven and able to motivate leaders
- Excellent inter-personal verbal and written communication skills
- Negotiation and influencing skills at all levels
- Action-orientated problem-solving skills / process improvement and root cause analysis skills
- Excellent organization, planning and prioritization skills
- Strong communication skills: demonstrating drive and enthusiasm
- Accountability - assumes ownership for achiev