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Love what you do, but looking for a new challenge?

Explore an opportunity to join the Provider Escalated Call Team's Management Team. We are currently hiring for a Sr. Supervisor to help lead our growing, dynamic team of Lead Representatives.  

Managing the Escalated Call Team offers a number of personal and professional benefits:

- Strengthen your Network of peers, partners, colleagues, and resources

- Gain a broader understanding of the different areas of business

- Learn something new everyday

- Work with partners and leaders across the Enterprise

- Invest in yourself and your team and develop strong performers and leaders

Responsibilities

• Manages the daily operations of assigned team of up to 15-20 Escalated Call (ECT) Advocates virtually; products may include (Medical, Dental, Facets, PMHS, OneRx, SAR, Medical Intake)
• Effectively communicates organizational strategies to engage staff and drive desired behaviors.
• Strong partnerships with other Escalated Call leaders to evolve model as well as building customer centric culture across all ECT Teams.
• Leverage analytics to support business partners with aggregate trending as well as recommendations.
• Identify opportunities to build across functional relationships/talent with the other Satisfaction teams as well as PSU.
• Exhibits managerial courage and consistently delivers accurate and transparent messages to staff, peers, and manager.
• Develop a positive team relationship by being supportive, visible and easily accessible at all times.
• Utilizes effective coaching behaviors and positive reinforcement to drive employee engagement, motivation, retain staff and drive positive performance results.
• Removes barriers for front line staff by partnering with quality and coaching teams as appropriate.
• Partners with short and longer term capacity planners as well as the resource planning to deliver on operational and client expectations.
• Demonstrates strong individual competency as well as coaches/mentors others on all Management Reporting tools to effectively drive performance measurements.
• Focus on achieving key results including Efficiency and Resolution targets and improving the overall provider experience by identifying process improvement opportunities.
• Communicate clear expectations for performance and attendance, and hold Advocates accountable for delivering on what’s expected by providing individualized and ongoing performance management within team.
• Lead by example demonstrating the highest level of customer centricity, professionalism, engagement and inspection at all times. 
• Monitors individual, team and call center results to identify and act on both positive and negative trends to ensure attainment of financial and performance targets.
• Leads peers and team through change by developing a positive team relationship.
• Adapts communication style to effectively engage individuals/teams by delivering communications positively and in support of organizational goals and objectives.
• Collaborates with matric partners to ensure objectives and standards are met, policies and procedures are followed, gaps identified and closed, communications are clear.
• Drive mid to large scale operational improvement opportunities that impact customer outcomes, modeling change leadership, and influencing at all levels to take appropriate risks.
• Administers HR initiatives including hiring and onboarding, training, compensation planning, performance management, employee relations concerns/issues and employee development – engaging Sr. Managers and HR as appropriate.
• Facilitates compliance with all corporate policies.
• Strengthen and drive relationships with Service Operations functional areas as well as with key matric partners to drive positive customer results.
• Supports diversity by building an inclusive environment and valuing different perspectives.
• Partner with Senior Manager to mentor and develop peers and lead them through change.
• Stays current with external changes in the health care delivery system and makes adjustments as needed.

Qualifications

• Bachelor's Degree or higher strongly preferred or equivalent work experience required
• 2+ years of Cigna Supervisory, team lead or coaching experience handling escalated matters required
• 3+ years of customer service advocacy experience, handling escalated customers/providers required
• Experience using KPI Metric-driven tool E-MOS to access and improve performance required.
• Effective coaching and problem-solving managing escalations required.
• Experience and passion for leading, developing and motivating employees required
• Deep understanding and passion for serving customers/providers
• Excellent communication, interpersonal and negotiation skills required
• Ability to drive change and make process improvements required
• Prior experience leading projects to enhance business outcomes
• Strong time management skills required
• Required to work shift 11:30AM ET to 8:00PM ET

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group.

About The Cigna Group

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: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.