Care Team Supervisor

YOUR JOB

As a supervisor you will support the team manager in managing a team of Care representatives in Madrid. Key to the role will be developing and coaching the team to deliver a high quality customer centric service offering. Your role includes:
Motivate individuals and team collectively to achieve agreed work output targets covering productivity, quality and customer/provider satisfaction
Recommend and implement innovative strategies to improve efficiency and provide excellent customer service.
Be proactive in identifying improvement/enhancement opportunities and active in seeking and sharing ideas for innovation in business processes within the Integrated Health Team and other operations; recommend and implement innovative strategies to improve efficiency within the pre-authorisation and care coordination process and provide excellent customer service, including to members, clients, but also health care providers.
Ensure strong employee engagement within the team, including day to day oversight, motivation, conflict management, training, well being and performance
Ensure appropriate performance management actions are taken
Proactively address and/or escalate any risks.
Develop/maintain proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service. Actively encourage all team members to do likewise.
Produce, review and interpret reporting and data in line with formats and timescales agreed with management, including trending and enhancement activities with quantification of operational impacts.
Be the key focal point for the implementation of new clients and/or procedures, as well as being a contact for clients/members, including hosting (potential) clients and presenting our services to them.

YOUR PROFILE

Strong performance track record
International mind-set, with holistic view and able to work remotely with peers across locations
18 months of Cigna experience, or relevant leadership experience in other functions/companies
Experience in Clinical and/or Care team is mandatory
Experience and/or interest in coaching, managing, developing and motivating individuals
Experience and/or interest in conflict management
Experience in complaint management - with a proven track record in improving customer service standards
Strong communication and presentation skills, and knoweldge of Window tools, e.g. Excel, Powerpoint, Windows
A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives.

**Excellent interpersonal skills**: strong empathy and listening skills, strong articulation and communciations skills, passionate. Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members
Action-orientated problem-solving attitude
Excellent organisation, planning and prioritisation skills
Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues
Results orientated - ability to cascade and translate goals, establish plans and manage work to achieve desired outcomes. Create meaningful business related metrics and track progress/results
Accountability - assume ownership for achieving personal results and collective team goals
This is a band 3 function

About Cigna
Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you’ll enjoy meaningful career experiences that enrich people’s lives. What difference will you make?

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.