As acting up supervisor you are responsible for a team of approximately 6-8 employees. Your role will be to:
Motivate individuals and the 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 actively seek and share ideas for innovation in business processes within the Integrated Health Team and other operations.
Ensure strong employee engagement within the team, including day-to-day oversight, motivation, conflict management, training, well-being, and performance.
Perform quarterly check-ins 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 seamless delivery of service.
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 the first line of approval for holidays within your team. Liaise with other supervisors and managers for final approval.
Act as an escalation point for complex cases, complaints, financial verification, and exceptional payments.
Handle complex complaint cases, perform root cause analysis, and report to the 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-oriented problem-solving skills.
Excellent organisation, planning, and prioritisation skills.
Able to seek out best practices in order to effectively deal with diverse, complex, and highly sensitive issues.
Personal flexibility and adaptability to change.
Results-oriented - ability to define goals, establish plans, and manage work to achieve desired outcomes.
Accountability - assumes ownership for achieving personal results and collective goals.
This is a band 3 higher function.
About Cigna
Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being, and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas, and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives. What difference will you make?
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
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