Provider Relations Analyst

**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.

**Your job**

As a Provider Relations Specialist you will be part of the Provider Services Organization, being responsible to manage the relationship with Health Care Providers of Europe and Americas network. You will work very closely with peers and stakeholders strategically positioned across the globe.

Key to the role will be the end-to-end journey, managing the partnership with health provider accounts, such as hospitals and clinics and support their journey from the on-boarding, supporting on the daily / monthly interactions with Cigna, educate them to navigate Cigna operating model, monitoring their performance, and driving engagement initiatives.

**Your functions**
- Accountability to enable an effective and efficient collaboration with health providers to deliver a best-in-class customer experience through the partnership with our providers.
- Secure a smooth on-boarding and day-to-day operational maintenance of provider relationships.
- Conduct all aspects of health care professional education for existing and newly contracted health care professionals as pertinent in the region to remove potential roadblocks preventing a successful partnership, including but not limited to: overview of member identification and eligibility process, claims submission, cigna operating model, training in legacy portal and on-board of selected providers into new provider portal.
- Manage the ongoing relationship and handling day-to-day operations directly with health care providers, including the follow up, negotiation and resolution of potential complaints, escalations, suspensions or threats.
- Responsible to enable an effective and efficient collaboration with health providers through monitoring and analyzing the Operations KPIs, the results of the reconciliation of the accounts and others to provide a comprehensive support on their interpretation and assurance of further follow up if needed.
- Strive for continuous service improvement via analyses of root causes and proactive implementation of initiatives driven by outcome obtained through data and feedback gathered through reconciliation results, complaints or other sources, continuous service delivery improvement through BAU collaboration with different teams.
- Active communication and prompt follow up combined with regular meetings with your dedicated health care providers.
- Provide consolidated feedback to PSO management team
- Manage continuous improvement and maintenance of provider communications channels taking into consideration the local habits and practices.
- Proactive education to providers on the way to work with Cigna, including the roll out of new processes.
- Conduct provider visits as applicable

**Your profile**
- If internal 1 years of Cigna experience, relevant experience in other functions/companies, and a strong performance track record.
- If external, at least 2 years of experience in Operations, Data analysis, Marketing/Communications or Relationship Management, with operational and customer/provider-facing experience profile.
- Proficient in English, Portuguese and Spanish;**additional language is a plus (preferred languages: Italian, Greek)
- Strong analytical and problem-solving skills.
- International mind-set able to work remotely with colleagues, partners and providers across the globe.
- Striving for excellent service to our members, clients and providers is part of your DNA.
- Strong can-do attitude, and high qualification in relationship management, including a broad understanding of multicultural behaviors.
- Action-orientated problem-solving attitude
- Excellent organization, planning and prioritization skills to meet deadlines.
- Experience in complaint management - with a proven track record in improving customer service standards.
- Ability to assess the situation/issue, carry out appropriate research, gather the relevant data and provide constructive feedback on the outcome.
- Accountability - to assume ownership for achieving personal results and to contribute for collective team goals.
- Excellent communication skills - verbal, written and presentation.
- Be a positive role model and be able to work independently and in conjunction with co-workers of all levels.
- Experience interpreting data, drafting reports.
- Availability to travel 10% of your time (estimation).

**What we offer**:

- Permanent contract.
- Enjoy working from the comfort of your home 3 days per week and 2 days from our Madrid office.
- Competitive salary plus plenty of social benefits.

**About Cigna Healthcare**

Cigna Healthcare, a division of The Cigna Group, is an advoca