Provider Relations Senior Analyst

YOUR JOB
As a Provider Relations Specialist you will be part of a global Provider Relations Team embedded into the Global Delivery Systems Team, being responsible to manage the relationship with Health Care Providers in Europe. You will work very closely with your peers strategically positioned across the globe, as well as with the global Reconciliation Team. Key to the role will be the end to end managing the partnership with health provider accounts, such as hospitals, clinics or general practitioners in the region and support their journey from on-boarding until the day of the contact termination, monitoring their performance, supporting on the daily operations conducting regular performance reviews and driving engagement initiatives.

**Your role includes**:
Accountable to enable an effective and efficient collaboration with health provider in the region in order to deliver a 5 star customer experience through the partnership with our providers.
Secure a smooth on-boarding and day-to-day operational maintenance of provider relationships
Conducts all aspects of health care professional education for existing and newly contracted health care professionals as pertinent in the region to remove potential road-blocks preventing a successful partnership, including but not limited to:
Onboarding and overview of member recognition and eligibility process
Claims submission
How to use Envoy
Points of contact
Completes day-to-day Provider Relations tasks autonomously, without immediate supervision, but has ready access to advice from more experienced team members.
Utilizes in-depth professional knowledge and acumen to develop models and procedures, and monitor trends, within Provider Relations.
Support regional expansion efforts by identifying, contacting, and retaining qualified health care providers in strategic geographical areas. Advocating for Cigna customers within established guidelines to meet health plan needs.
Contribute on the conceptual design of communications and educational campaigns and drive those in their execution, including the delivery of training tool-kits to support the smooth onboarding of employees at the providers site
Manage the ongoing relationship and handling day-to-day operations directly with health care providers, including the follow up and resolution of potential complaints. Resolves non-routine issues escalated from different team members.
Exercises judgment in the evaluation, selection, and adaptation of both standard and complex techniques and procedures.
Proactive participation on Marketing and Communication campaigns and activities adjusting those to the local nuances
Proactive client visits
Continuous improvement and maintenance of provider communications channels taking into consideration the local habits and practices.
Support a true culture of relationship management and provider centricity
Support the Provider Network Senior Manager to determine middle
- and long-term solutions to remove items that prevent a smooth collaboration with Providers by continuously analysis the intake of queries and complaints, as well as conduct lean-reviews of the current processes in order to optimize processes. Supporting the team with a high degree of forward planning and anticipation of needs and issues.
Deliver on operational KPI’s within the team in terms of production, quality, TAT, among others, and socialise those across the PRE’s including weekly coordination calls.
Proactive education to providers on the way to work with Cigna, including the roll out of new processes.
YOUR PROFILE
2 years of experience in a Marketing/Communications, Public Relations, Relationship Management or customer-facing role.
Proficient in English, Spanish, and French, every additional Language is a plus
International mind-set, with holistic and able to work remotely with direct supervisor and colleagues across the globe.
Strong can-do attitude, and high qualification in relationship management, including a broad understanding of multicultural behaviours

**Excellent interpersonal skills**: strong empathy and listening skills, strong articulation and communications skills
Striving for excellent service to our members, clients and providers is part of your DNA.
Experience in complaint management - with a proven track record in improving customer service standards
Strong presentation skills, and knowledge of Windows Office tools like Word, Outlook, Excel, Powerpoint.
A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives.
Action-orientated problem-solving attitude
Excellent organisation, planning and prioritization skills
Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues
Accountability - to assume ownership for achieving personal results and to contribute for collective team goals

About Cigna Healthcare
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