Provider Services - Inquiries Supervisor at Cigna

As Supervisor you will support the Provider Relations Lead in managing a team of provider service agents.

Your team will be based in Europe and Philippines and will be a mix of Cigna employees and BPO employees who deliver core services to our internationally contracted providers, via email & phone.

Provider Services it's a global team in its essence: you will have the chance to collaborate with peers in Europe, in the US, Asia and Africa alike! The provider services organization is new, therefore it's key for any new contributor the engagement to the mission!

Your role includes:

• Team performance management: motivating individuals and teams collectively to achieve agreed work output targets covering productivity, quality and provider satisfaction and take any corollary action of performance management where needed. 
• BPO performance management
• Support the creation of the processes for the team along with the set up of the new structure
• Being responsible for the monitoring and follow up and management of the Provider Services KPIs (daily monitoring, weekly and monthly reporting)
• Being responsible to organize the call schedule to ensure that there is a 24/7 coverage to our provider requests 
• 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, well being 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

Your profile would be :

• Minimum of 1 year experience as a people manager of an operational front desk
• Experience in Contact Center is highly valued 
• A previous experience with a CRM tool such as Salesforce, or any planning tool
• 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
• You’re tech-savvy, proficient at Excel and Microsoft Office and Call management tools (Avaya, Cisco etc)
• You have a growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives