PSO- Provider Intake Supervisor at Cigna

The Position:

The PSO- Provider Intake supervisor role is an opportunity for an enthusiastic, highly motivated and driven individual to join our Intake Operations.

As an intake Supervisor, you will be managing a team of General clerk representatives that are handling multi-platform intake and indexing of provider claims. You will report directly into the Senior Supervisor and will work closely with your peers in the same as well ad other locations across the globe. Key to the role will be developing and coaching the team to be flexible and multitasking, to deliver a high-quality customer centric service offering to the providers as well as work closely with our external partners.

Main Duties/Responsibilities:

• Accountable to review and assess inventory levels coordinating daily allocations and planning to maximize staffing levels to maximize results.
• Accountable to ensure that productivity, quality and provider satisfaction are managed within own team and motivation of the individuals and team to achieve operational KPI’s
• Recommending and implementing innovative strategies to improve efficiency and provide excellent service to the providers.
• Proactive in identifying improvement/Enhancement opportunities in the entire intake process
• Build 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.
• Responsible for follow up of capacity planning and absences in close cooperation with management and Human resource.
• Take appropriate performance management actions when necessary.
• Have quarterly check in conversations with all the team members
• Promote a culture of continuous improvement and be fully responsible for the implementation of new way of working and the measurement of the results in alignment with the broader Provider Intake strategy and in coordination with the management team.
• Taking ownership of any escalated claims/Cases and provide updates to the team manager in any issues.
• Proactively address and/or escalate any operational risks to the team manager.
• Developing/maintaining proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service.
• Recruitment of new employees.
• Be a representative of the department and overall organization during provider and client visits , stakeholder meetings or act as a relationship person towards some of our strategic partners.

Your Profile

• Diploma or degree in relevant field
• Strong performance track record.
• International mind-set, with holistic and able to work remotely with peers across locations.
• Experience in and passion for coaching, managing, developing, and motivating individuals and the team.
• Strong presentation skills, and knowledge of Window Office tools like Word, Outlook, Excel, PowerPoint.
•  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, strong articulation, and communication skills.
• Striving for excellent service to our members, clients and providers is part of your DNA.
• Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members.
• Action-orientated problem-solving attitude
• Excellent organisation, planning and prioritisation skills.
• Able to seek out best practice to effectively deal with diverse, complex, and highly sensitive issues.
• Results orientated – ability to cascade and explain goals, establish plans, and manage work to achieve desired outcomes. Create meaningful business-related metrics and track progress/results
• Accountability – assume ownership for achieving personal results and collective team goals.