Provider Inquiry Coordinator at Cigna

As a Provider Inquiry Coordinator (PIC) you will be part of the Inquiry Servicing Model embedded into the Provider Services department, being responsible to manage escalations and the outcome of the reconciliation process with Health Care Providers. You will work very closely with your peers and the rest of Provider services Team across the globe. Key to the role will be managing the fulfilled reconciliation of the accounts between Cigna and the health providers, such as hospitals and clinics in the region as well as managing escalations (Suspensions and Threat of suspensions) from HCP. In addition to this you will be in charge of the communication of the outcome to the facilities, support them in interpreting the feedback received from Cigna and close follow up on the further actions needed.

Your role includes:

• Responsible to enable an effective and efficient collaboration with health providers through monitoring and analyzing the results of the reconciliation of the accounts fulfilled by the Global Provider Reconciliation team and other Operational KPIs;  
• Comprehensive support on their interpretation and assurance of further follow up if needed;
• Conduct regular root cause analysis and consolidated feedback of the data obtained out of the Reconciliation  outcome or other sources ,striving for continuous service delivery improvement through BAU collaboration with different teams;
• Active communication and prompt follow up combined with regular meetings with your dedicated health care providers
• Participation in coordination sessions with Network and Operations teams seeking for better practices in order to prevent service deficiencies and assure 5 star experience to health care providers;
• Being a person of contact for providers and Provider Network in regards of Operational issues / queries 
• Support the PS management Team to determine short and middle term solutions for smooth reconciliation process with Providers by continuously analyzing the intake of queries and complaints, as well as conducting reviews of the current processes for potential improvements;
• Consolidated feedback to PS management team striving for continuous service delivery improvement through BAU collaboration with different teams;
• Deliver on operational KPI’s within the PS team in terms of production, quality, TAT, amongst others;

YOUR PROFILE

• If internal 2 years of Cigna experience, relevant experience in other functions/companies, and a strong performance track record;
• If external, at least 2 years of experience in Operations, Data analysis , Marketing/Communications or Relationship Management, with operational and customer/provider-facing experience profile.
• Proficient in English, additional language is a plus
• Strong analytical and problem-solving skills.
• International mind-set able to work remotely with colleagues, partners and providers across the globe;
• Striving for excellent service to our members, clients and providers is part of your DNA;
• Detail oriented
• Ability to engage in multiple tasks and meet deadlines
• Act with a sense of urgency to research questions or issues brought by different teams. Identify the right parties or resources to resolve these issues;
• Ability to assess the situation/issue, carry out appropriate research, gather the relevant data and provide constructive feedback on the outcome;
• Excellent communication skills – verbal, written and presentation. 
• Be a positive role model and have the ability to work independently and in conjunction with co-workers of all levels.
• Strong practical knowledge of MS Office applications, including Excel