Career Opportunities at Cigna

Your responsibilities

• Together with the team, you support requirement definition, and transform and develop these requirements into an appropriate architecture and solution. 
• You have end-to-end responsibility for backend applications that support our claims handling processes.
• Write automated unit and integration tests.
• Formulate & propose improvements, both on functional and technical level.
• Define technical guidelines.
• Document the implemented architecture and solution.
• Deliver quality code, whilst keeping deadlines and business value in mind.
• Work together in an international, cross-functional scrum team and the wider International Health organization.
• Have a proactive role within the development chapter across all IGO/NGO scrum team.

Don't worry, you don't have to do this alone; you will work closely with the other developers, the Product Owner, Scrum Master, Subject Matter Experts and testers in your scrum team. You will be supported by the internal customer and our architects. On top of that, you are supported by the Developer Chapter, the group of .NET developers working in all IOH teams.

Your Profile

We value traits like an agile mindset, passion & positivism. We are looking for colleagues who take responsibility and want to make a difference. To collaborate in an international environment, English language skills are required (written and spoken).

General requirements

• You have a Bachelor or Master degree in IT.
• You have a excellent knowledge of written and spoken English and are a strong communicator.
• You are able to articulate and bring structure in your ideas and solutions.
• You have 3 or more years of experience in .NET (backend) development.
• You are able to convert functional analysis into technical design and estimates, working with our Architecture team.
• You are able to work both independently and as part of a close knit team.
• You are eager to work on bespoke .NET components, as well as customize and configure imaging & workflow vendor platforms.
• You demonstrate strong communication, prioritization, organization and problem solving skills.
• You enjoy driving solutions from conception to release. 
• You have a customer oriented, creative and inventive mindset.
• You have strong motivational and convincing skills
• You are sensitive to cultural differences and you enjoy working in a global, multi-location team.
• You are able to deal with ambiguity.

Essential technical skills

• Development in .NET and MS SQL using Visual Studio

Experience in any of the following is a big plus

• Previous experience with Agile methodologies (SAFe, SCRUM, ...) 
• Experience with ORM Frameworks, Enterprise Library, NuGet, WCF 
• Experience with ALM/DevOps tooling (eg. Azure Devops Pipelines)
• Experience with Windows Server infrastructure (including IIS)
• GIT or TFS version control systems

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Job summary

As a Provider Relations Specialist you will be part of the Provider Services Organization, being responsible to manage the relationship with Health Care Providers of Africa network. You will work very closely with peers and stakeholders strategically positioned across the globe.

Key to the role will be the end-to-end journey, managing the partnership with health provider accounts, such as hospitals and clinics and support their journey from the on-boarding, supporting on the daily / monthly interactions with Cigna, educate them to navigate Cigna operating model, monitoring their performance, and driving engagement initiatives.

Your role includes: 

• Accountable for enabling an effective and efficient collaboration with health providers in order to deliver a best in class customer experience through the partnership with our providers.
• Conduct all aspects of health care professional education for existing and newly contracted health care professionals as pertinent in the region to remove potential roadblocks preventing a successful partnership.
• Onboarding and training of healthcare providers in the legacy portal and into the new provider portal(PEXP), and overview of member identification and eligibility processes.
• Responsible for monitoring and analyzing the results of the reconciliation of the accounts fulfilled by the Provider Reconciliation team and other Operational KPIs.
•  Conduct regular root cause analysis and consolidated feedback of the data obtained out of the Reconciliation outcome or other sources, striving for continuous service delivery improvement through BAU collaboration with different teams.
• Manage the ongoing relationship an handling day-to-day operations directly with healthcare providers, including the follow up, negotiation and resolution of potential complaints, escalations, suspensions or threats and perform an active reconciliation and suspension management.
• Strive for continuous service improvement via analyses of root causes and proactive implementation of initiatives driven by outcome obtained  through data and feedback gathered through reconciliation results, complaints or other sources, continuous service delivery improvement through BAU collaboration with different teams;
• Active communication and prompt follow up combined with regular meetings with your dedicated health care providers.
• Support the PR Team to determine short and middle term solutions for smooth reconciliation process with Providers by continuously analyzing the intake of queries and complaints, as well as conducting reviews of the current processes for potential improvements.
• Participation in coordination sessions with Network and Operations teams seeking for better practices in order to prevent service deficiencies and assure 5 star experience to health care providers.
• Consolidated feedback to PSO management.
• Continuous improvement and maintenance of provider communications channels taking into consideration the local habits and practices.
• Provider visits as applicable.

YOUR PROFILE

• If internal 1 years of Cigna experience, relevant experience in other functions/companies, and a strong performance track record.
• If external, at least 2 years of experience in Operations, Data analysis, Marketing/Communications or Relationship Management, with operational and customer/provider-facing experience profile.
• Must be proficient in English and French or Portuguese; any other additional language is a plus.
• Strong analytical and problem-solving skills.
• International mind-set able to work remotely with colleagues, partners and providers across Africa.
• Striving for excellent service to our members, clients and providers is part of your DNA.
• Strong can-do attitude, and high qualification in relationship management, including a broad understanding of multicultural behaviors.
• Action-orientated problem-solving attitude
• Excellent organization, planning and prioritization skills to meet deadlines.
• Experience in complaint management - with a proven track record in improving customer service standards.
• Ability to assess the situation/issue, carry out appropriate research, gather the relevant data and provide constructive feedback on the outcome.
• Accountability – to assume ownership for achieving personal results and to contribute for collective team goals.
• Excellent communication skills – verbal, written and presentation. 
• Be a positive role model and be able to work independently and in conjunction with co-workers of all levels.
• Experience interpreting data, drafting reports.
• Strong practical knowledge of MS Office applications, especially Excel.
• Availability to travel 15% of your time (estimation)