YOUR JOBRoleAs a supervisor you will support the team manager in managing a team of Claims Analysts. Key to the role will be developing and coaching the team to deliver a high quality customer centric service offering. Your role includes:Accountable to review and assess inventory levels co-ordinating daily allocations and planning ahead to maximise staffing levels to maximise 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 serviceBeing 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 HREnsure strong employee engagement within the team, including day to day oversight, motivation, conflict management, training, well being and performance by providing coaching and skill development in collaboration with the Claims Management Team.Ensure appropriate performance management actions are takenHaving quarterly check-in conversations with all team membersPromote a culture of continuous improvement and be fully responsible for the implementation of new ways of working and the measurement of the results in alignment with the broader Claims Strategy and in coordination with the Management TeamTaking ownership of any escalated claims and provide updates to the Team manager on any issuesProactively address and/or escalate any operational risks to the team ManagerDeveloping/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).Option to take over SPOC role for particular clients/accounts if requiredBe Represent the Organisation during client visits, absences, stakeholder meetings, or act as a relationship person towards some our strategic partners.Together with the SME, you are responsible and accountable for the implementation of new clients/renewals/changes for existing clients that belong to your book of businessProcess claims or support the financial verificationYOUR PROFILEStrong performance track recordInternational mind-set, with holistic and able to work remotely with peers across locations2 years of Cigna experience, or relevant leadership experience in other functions/companiesExperience 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 standardsStrong 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 skillsStriving for excellent service to our members, clients and providers is part of your DNA.Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team membersAction-orientated problem-solving attitudeExcellent organisation, planning and prioritisation skillsAble to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issuesResults orientated – ability to cascade and explain goals, establish plans and manage work to achieve desired outcomes. Create meaningful business related metrics and track progress/resultsAccountability – assume ownership for achieving personal results and collective team goalsAbout The Cigna GroupCigna 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.
