PSO Claims Supervisor

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We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply

Our people make all the difference in our success.

At Cigna we have an excellent opportunity for a highly motivated Supervisor to join our Claims department. You will be responsible for driving and inspiring your team to deliver a high quality Provider centric service offering, and maximize Provider satisfaction through best practice sharing.

The position will report to the Senior Supervisor and leading a team who will report directly to you.

YOUR JOB

Your role will be broader than the day to day management of the operation – your agile, customer centric mindset will ensure that you contribute to our overall operations strategy, identifying opportunities to enhance the service proposition and improve the efficiencies and productivity of your teams.

Your role includes:

• Accountable to review and assess inventory levels coordinating daily allocations and planning ahead to maximize staffing levels to maximize results.
• Accountable to ensure that productivity, quality and customer satisfaction, are managed within own team and motivation of the individuals and team to achieve the operational KPI's; Attend KPI calls can help you to achieve this.
• Recommending and implementing innovative strategies to improve efficiency and provide excellent customer service.
• Being proactive in identifying improvement/enhancement opportunities and be active in seeking and sharing ideas for innovation in business processes.
• Being responsible for follow-up of capacity planning and absences in close cooperation with HR
• Ensure strong employee engagement within the team, including day to day oversight, motivation, conflict management, training, wellbeing and performance by providing coaching and skill development in collaboration with the Claims Management Team.
• Ensure appropriate performance management actions are taken.
• Having quarterly check-in conversations with all team members
• Promote a culture of continuous improvement and be fully responsible for the implementation of new Operating Model and the measurement of the results in alignment with the broader PSO Strategy and in coordination with the Management Team
• Taking ownership of any escalated claims and provide updates to the Senior Supervisor on any issues.
• Proactively address and/or escalate any operational risks.
• Developing/maintaining proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service.  Actively encourage all team members to do likewise (e.g. Cigna links).
• Handle financial verification as per agreed process.

Your Profile

• Preferably 1 to 2 years leadership experience in managing a team.
• Proven track-record of understanding and delivering customer needs within a fast paced service industry 
• Experience in developing high performing teams and individuals 
• International mind-set, and able to work remotely with peers across locations.
• Knowledge in relation to Provider claims will be a plus.
• Experience in and passion for coaching, managing, developing and motivating individuals and the team.
• Experience in complaint management - with a proven track record in improving customer service standards.
• Strong presentation skills, and knowledge of Window 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.
• Excellent interpersonal skills: strong empathy and listening skills, strong articulation and communications skills.
• Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutions among team members.
• Action-orientated problem-solving attitude.
• Excellent organization, planning and prioritization 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 explain 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.

Key Competencies

• Leadership skills to motivate and develop others 
• Excellent written and verbal communication skills 
• Excellent negotiation, presentation and influencing skills 
• Analytical skills and ability to focus on detail
• Metric and performance driven
• Customer-focused, able to understand journey mapping and value add activities 
• Ability to identify and manage potential problems 
• Self-motivated with confidence to use own initiative and to innovate 

What we offer:

• Long Term contract

• Multicultural working environment with Hybrid working

- Enjoy working from the comfort of your home 4 days per week and 1 days from our Madrid office.

• Flexible starting hour

 – Our shifts start from 7:00 to 9:30, with possibility to choose the time that suits you best (Monday to Friday).

• Benefits

- Private Medical and Dental Insurance, Life Assurance, Educational Development Program, Shuttle bus from Madrid to La Finca Office.

Please note that you must meet our posting guidelines to be eligible for consideration.  Policy can be reviewed at this link.