Provider Intake Senior Supervisor at Cigna

YOUR JOB

As an Intake Senior Supervisor, you will take up a management position. You will be responsible for managing the Back-end Intake area of our Provider Services Organization (PSO). This area will count with 3 teams sitting in Nairobi and supported by 3 Intake Supervisors and 1 SME, responsible for circa 55 FTE.

Your role will be broader than the day-to-day management of the intake operations. Together with your peers in Nairobi and Kuala Lumpur you will lead the Provider Intake strategy expanding it not only to claims intake but also low balancing data intake from different provider interactions. Your agile, provider centric mindset will ensure that you contribute to our overall provider operations strategy, identifying opportunities to enhance the service proposition and to improve the efficiencies and productivity of your teams. Your role will report into the PSO Intake & Reconciliation Manager.

Your role will be to:

• Motivate individuals and team collectively to achieve agreed productivity, turn-around-time, quality target linked to the intake process
• Create an environment that encourages and delivers success – you must have the ability to inspire your team whilst developing your team members to the next level
• Collaborate closely with other areas in PSO – Front and Back End: Provider Relations, Care, Reconciliation, Claims & Adjustment teams
• Ensure appropriate performance management action, timely recruitment and effective succession planning is in place
• Contribute to change and innovation and be pro-active in identifying opportunities for improvement within the team and within Provider claims Intake processes
• Use data insights to challenge day-to-day operations, and build a continuous improvement mindset
• Manage effective capacity plans, keeping oversight of staff level requirements.  Proactively address and escalate any risks
• 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
• Manage the implementation of running and new projects related to provider claims intake
• Develop and maintain proactive business relationships, both internally and externally to ensure a seamless delivery of service 
• Be a focal point for the PSO leads as well as other internal stakeholders
• Interact with the senior management to adapt your processes to meet evolving objectives
• Use independent judgement and discretion to review and resolve complex issues
• Contribute to achieving departmental and company-wide goals and business plans

YOUR PROFILE

• Minimum of 1 year experience leading operational teams
• Current provider claims intake process deep knowledge
• Active participation in provider claims intake related projects
• Exposure to global processes (e.g. provider reconciliation)
• Active language knowledge of at least English (additional languages are a plus)
• Experience in coaching, managing, developing and motivating individuals
• Proven data analytics skills (advanced Excel, Qlikview, Tableau) 
• Clear experience in driving a team to achieve excellent provider service results
• Experience of leading and implementing change
• Excellent inter-personal skills
• Negotiation and influencing skills
• Action-orientated problem-solving skills / process improvement
• Excellent organization, planning and prioritization skills
• Strong communication skills: demonstrating drive and enthusiasm
• Demonstrating flexibility and adaptability to change
• Result-oriented, able to mobilize the team to achieve key objectives
• Accountability – assumes ownership for achieving personal results and collective goals
• Customer orientated

KEY COMPETENTIES

• Manage ambiguity
• Balances stakeholders
• Organizational Savy
• Drives Engagement
• Build effective teams
• Tech savvy
• Global perspective
• Data driven