The Role:
As a supervisor you will support the team manager in managing a team of care representatives. Key to the role will be developing and coaching the team to deliver a high -quality customer centric service offering. Your role includes:
Motivate individuals and team collectively to achieve agreed work output targets covering productivity, quality and customer/provider satisfaction
Recommend and implement innovative strategies to 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
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.
Be the key focal point for the implementation of new clients and/or procedures, as well as being a contact for clients/members, including hosting (potential) clients and presenting our services to them.
YOUR PROFILE
Strong performance track record
Degree or diploma in relevant field
International mind-set, with holistic view and able to work remotely with peers across locations
2 years of leadership in the medical insurance industry
Night shift availability is required to support the team and clients across timezones.
Experience and/or interest in coaching, managing, developing and motivating individuals
Experience and/or interest in conflict management
Experience in complaint management – with a proven track record in improving customer service standards
Strong communication and presentation skills, and knowledge of Window tools, e.g. Excel, Powerpoint, Windows
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, passionate. 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 organization, planning and prioritization skills
Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues
Results orientated – ability to cascade and translate goals, establish plans and manage work to achieve desired outcomes.
Accountability – assume ownership for achieving personal results and collective team goals
Apply via :
cigna.wd5.myworkdayjobs.com
