Provider Relations Supervisor at Cigna

Job summary:

• As a Supervisor you will support the Senior Supervisor in managing Provider Relations team who operates with the providers of the Africa region.
• Your team will be based in Africa and delivers core services to our internationally contracted providers along the whole journey: from onboarding phase to education on Cigna’s tools and processes, management of complex operational issues.
• You will have the opportunity to collaborate with your peers and stakeholders around the globe.

Your role includes:

• Team performance management: motivating individuals and teams collectively to achieve the agreed work output targets covering productivity, quality and provider satisfaction and take any corollary action of performance management where needed.
• Being responsible for the monitoring and follow up of the Provider Services KPIs across the region (suspensions and threat of suspensions, signoffs, aging of debt) and control and monitorization of operational KPIs of the network in the region (claims TAT and quality, complaints)
• Lead the team in a fast pace changing environment: 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.
• Promote a culture of continuous improvement where you drive the improvements, follow up on them until they are implemented, and you measure their effectiveness afterwards.
• Proactive escalation of risks to your Manager in the field of Provider escalations, SLA achievement, people management.
• Proactive reach out to stakeholders in case of escalations, cross-collaboration or coordination of projects to guarantee the best provider experience.

Your profile would be:

• Minimum of 2 years experience as a people manager of an operational team.
• A previous experience with a CRM tool such as Salesforce, or any planning tool.
• Desirable experience with management of remote/virtual teams
• You make data-driven assessments and decisions; you understand different operational and service metrics within Cigna and use them on a daily basis to articulate proposals & decisions that take into account a global scope.
• You’re tech-savvy, proficient at Excel and Microsoft Office
• You have a growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives and promote them across the organization
• You have availability to travel 5% of your time.