Network Operations Manager

hace 2 meses

Madrid, España The Cigna Group A tiempo completo
  • Provider Services Organization (PSO) main objective is to centralize and optimize provider operations, simplifying the provider experience and creating stronger value-based relationships.
  • We are looking for an Ops Manager position to lead different Care Teams within Cigna International Health . The core activity of the the Care Team is the issuance of the simple & complex verification of benefits,  preauth requests and guarantee of payments requests submitted by providers and members.
  • This individual will manage  internal and offshore Teams with a global footprint. His/her care Teams are are dedicated to specific segments within the organization.
  • This person will be responsible to motivate his/her teams to ensure production levels and targets are achieved ,  to ensure effective processing controls are in place for his/her Teams across locations ,  as well as championing efforts that achieve the highest possible levels of provider experience and satisfaction that enable the company to meet its growth and profit objectives.
  • The position is based in Madrid (Spain)
  • This role is reporting directly to the Care Senior Manager based in Madrid.

Role includes:

  • Responsible to lead his/her dedicated care teams across the globe in and efficient and effective way.
  • Build and bring alive a true culture of provider centricity.
  • Responsible to meet operational KPI’s within the team in terms of production, quality, TAT, amongst others, and bring those alive across the team to deliver on those.
  • Analyzing support workflows and making suggestions to improve efficiency and effectiveness and be active in seeking and sharing ideas for innovation in business processes.
  • Managing schedules of team members according to customer/provider demand and any service levels agreements
  • Assess the capacity planning for his/her segments as well as following up on absences and coverage strategies to secure business continuity.
  • Taking part in forecasting and budgeting for customer service and tracking the actual performance against budget
  • Produce meaningful, accurate management reports and statistical information in line with formats and timescales agreed with management, including trending and enhancement activities to quantify operational impacts.
  • Regular contact with Client Management, Service Ops, Clinical and other Cigna internal stakeholders within his/her remit.
  • Identifying and acting to remove obstacles to delivering consistently high levels of services.
  • Assisting and contributing with the design and rollout of new operational excellence projects.
  • 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 other Care Team management and PSO Management Team 
  • Working closely with senior management to help customer/ provider service deliver on their components of overall company goals and objectives.
  • Be a focal point for the PSO leads as well as other internal stakeholders.
  • Leading and supporting his/her teams though requires changes.
  • International travel on quarterly basis might be required

PROFILE

  • >7 years of relevant leadership experience in other functions/companies leading front line operational Teams.
  • International mind-set, with holistic and able to work remotely with colleagues and direct reports across locations.
  • Striving for excellent service to our members, clients, and providers.
  • Experience in and passion for coaching, managing, developing, and motivating individuals and the team.
  • Experience in change and process improvement management - with a proven track record in improving customer service standards.
  • Experience managing offshore teams.
  • 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.
  • Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members.
  • Proven data analytics skills (advanced Excel, Qlikview, Tableau ...) 
  • Results orientated – ability to cascade and explain goals, establish plans and manage work to achieve desired outcomes.
  • Accountability – assumes ownership for achieving personal results and collective goals.

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

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