About Cigna:

Cigna is a global health service company dedicated to helping people improve their health, well-being and sense of security. Cigna has over 70,000 employees who service 85 million customer relationships throughout the world. The Cigna office in Kenya is as an operation hub servicing clients within the African and Global Markets.

What does Cigna do?

Cigna provides health insurance services around the world. We’re passionate about helping people improve their health, well-being, and sense of security. We started over 200 years ago and we continued to innovate and expand ever since. At Cigna Health Benefits we focus on the unique needs of Intergovernmental (IGO) and Nongovernmental (NGO) organizations, as well as the needs of multinationals in Europe and Africa.

You can find out more about the company at www.cignahealthbenefits.com.

What makes Cigna different from other employers?

We go further than just paying insurance claims. Solid customer relationships are our main goal. We also strongly believe in business ethics and continually strive to be cleaner, greener, and respectful of all. We owe our success to the talent and dedication of our team. They’re the ones who make a difference in our customers’ lives. So we know that it’s important to go the extra mile for our employees. We make sure they have a good work-life balance and we offer many initiatives for health and well-being.

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.

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.

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.

If you require reasonable accommodation in completing the online application process, please email: SeeYourselfEMEA@cigna.com for support. Do not email SeeYourselfEMEA@cigna.com for an update on your application or to provide your resume as you will not receive a response.