Job summary: As a Provider Relations Specialist, you will be part of the Provider Services Organization, responsible for managing the relationship with Health Care Providers in the European network. You will work closely with peers and stakeholders strategically positioned across the globe. Key to the role will be managing the end-to-end journey of health provider accounts, such as hospitals and clinics, supporting their onboarding, daily/monthly interactions with Cigna, educating them on navigating the Cigna operating model, monitoring their performance, and driving engagement initiatives.
Your role includes: Accountable for enabling effective and efficient collaboration with health providers to deliver a best-in-class customer experience through the partnership.Securing a smooth onboarding and day-to-day operational maintenance of provider relationships.Conducting all aspects of health care professional education for existing and newly contracted health care professionals, including:Onboarding and overview of member identification and eligibility processClaims submissionCigna operating modelTraining in legacy portal and onboarding selected providers into new provider portalCommunication channelsManaging the ongoing relationship and handling day-to-day operations directly with health care providers, including follow-up, negotiation, and resolution of potential complaints, escalations, suspensions, or threats.Monitoring and analyzing Operations KPIs and providing comprehensive support on their interpretation.Striving for continuous service improvement via analyses of root causes and proactive implementation of initiatives.Active communication and prompt follow-up combined with regular meetings with dedicated health care providers.Consolidating feedback to the PS management team.Continuous improvement and maintenance of provider communication channels, considering local habits and practices.Proactive education to providers on working with Cigna, including the rollout of new processes.Provider visits as applicable.Your Profile: If internal: 1 year 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.Proficient in English and other European languages such as German, French, Portuguese, or Italian; additional languages are a plus.Strong analytical and problem-solving skills.International mindset able to work remotely with colleagues, partners, and providers across the globe.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 an understanding of multicultural behaviors.Action-oriented 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 situations/issues, carry out appropriate research, gather relevant data, and provide constructive feedback.Accountability for achieving personal results and contributing to collective team goals.Excellent communication skills - verbal, written, and presentation.Be a positive role model and able to work independently and in conjunction with co-workers of all levels.Experience interpreting data and drafting reports.Availability to travel 10% of your time (estimation).About Cigna Healthcare: Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
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