YOUR JOB

Motivate individuals and team collectively to achieve agreed work output targets covering productivity, quality and customer/provider satisfaction

Recommend and implement innovative strategies to ilig all three different segments, 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-authorization 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

Performed quarterly check-in and career development talks. 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.

Ensure work planning is complete and be first line of approval for holidays within your team. Lies with other supervisors and manager for find approval.

Escalation point for complex cases a, complaint and financial verification and exceptional payment

Key contact with Teladoc for escalated cases

Handle complex complaint cases, perform root cause analysis and report to CCM team manager.

YOUR PROFILE

Minimum of three years experience in an operational team

Active language knowledge of at least English; any additional language is a plus

Experience and/or interest in coaching, managing, developing and motivating individuals

Experience in complaint management - with a proven track record in improving customer service standards

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

Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members

Action-orientated problem-solving skills

Excellent organization, planning and prioritization skills

Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues

Personal flexibility and adaptable to change

Results oriented\xe2\x80\x93 ability to define goals, establish plans and manage work to achieve desired outcomes. Creates meaningful business related metrics and tracks progress/results.

Accountability \xe2\x80\x93 assumes ownership for achieving personal results and collective goals

This is a band 3 higher function

About The Cigna Group
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.

Talent Pal