Job Description

Leads Provider Relations team consisting of experienced administrative, operative, and or technical roles in the Professional career track. Helps manage specific programs, projects and processes in the development and management of the provider network. May be responsible for overseeing and coordinating provider onboarding, training, reporting, reconciliation. Establishes and monitors team goals. Typically responsible for a large number of direct and indirect reports in a process or transactional operations environment. Coordinates schedules and workflow for the team. Focuses on team completion of assignments and routines. Ensures the orientation and training of employees.

Job summary

• As a Supervisor you will support the Senior Supervisor in managing the Provider Relations team operating with the providers of the African 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, processes and management of complex operational issues.
• Thanks to your role, you will have the opportunity to collaborate with 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.
• Correct team governance through monitorization of case ageing, tracking of suspensions and threat of suspensions, completion of mandatory courses, travel agenda
• Responsible for the monitoring and follow up of the Provider Services KPIs across the region (suspensions and threat of suspensions, signoffs, aging of debt, NPS) 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 and encourage innovation and transformation.
• 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:

• Diploma or degree in relevant field.
• Minimum of 1 year experience as a people manager of an operational team or 2 years’ experience within Cigna and / or relevant experience within healthcare B2B environment.
• 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 and use them on a daily basis to articulate proposals and 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.