Senior Case Management Supervisor at Cigna

YOUR JOB

• Motivate individuals and team collectively to achieve agreed work output targets covering productivity, quality and customer/provider satisfaction
• Recommend and implement innovative strategies to ilig all three different segments, improve efficiency and provide excellent customer service.
• Be proactive in identifying improvement/enhancement opportunities and active in seeking and sharing ideas for innovation in business processes within the Integrated Health Team and other operations; recommend and implement innovative strategies to improve efficiency within the pre-authorization and care coordination process and provide excellent customer service, including to members, clients, but also health care providers.
• Ensure strong employee engagement within the team, including day to day oversight, motivation, conflict management, training, well being and performance
• Performed quarterly check-in and career development talks. Ensure appropriate performance management actions are taken
• Proactively address and/or escalate any risks.
• Develop/maintain proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service.  Actively encourage all team members to do likewise.
• Produce, review and interpret reporting and data in line with formats and timescales agreed with management, including trending and enhancement activities with quantification of operational impacts.
• Ensure work planning is complete and be first line of approval for holidays within your team. Lies with other supervisors and manager for find approval.
• Escalation point for complex cases a, complaint  and financial verification and exceptional payment
• Key contact with Teladoc for escalated cases
• Handle complex  complaint cases, perform root cause analysis and report to CCM team manager.

YOUR PROFILE

• Minimum of three years  experience in an operational team
• Active language knowledge of at least English; any additional language is a plus
• Experience and/or interest in coaching, managing, developing and motivating individuals
• Experience in complaint management - with a proven track record in improving customer service standards
• 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
• Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members
• Action-orientated problem-solving skills
• Excellent organization, planning and prioritization skills
• Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues
• Personal flexibility and adaptable to change
• Results oriented– ability to define goals, establish plans and manage work to achieve desired outcomes. Creates meaningful business related metrics and tracks progress/results.
• Accountability – assumes ownership for achieving personal results and collective goals
• This is a band 3 higher function