Key Responsibilities
1. Team Leadership
Lead and mentor the customer service team, fostering a culture of excellence, accountability, and continuous improvement.
Develop training programs and resources to enhance team performance and service delivery.
2. Customer Experience Management
Design and implement strategies to improve the overall patient experience, ensuring timely and effective resolution of inquiries and issues.
Monitor customer feedback and service metrics, using insights to drive improvements in service quality.
3. Hospital Delegation
Establish and maintain strong relationships with hospitals and healthcare providers to facilitate effective communication and collaboration.
Act as a key liaison between Cigna and healthcare partners, ensuring alignment on patient care processes and standards.
4. Patient Journey Optimization
Map and analyze the patient journey to identify areas for improvement and implement initiatives that enhance patient engagement and satisfaction.
Collaborate with internal teams to streamline processes and eliminate barriers that affect patient experience.
5. Reporting and Analysis
Prepare regular reports on customer service performance, patient satisfaction, and operational efficiency for senior management.
Utilize data analytics to identify trends, opportunities, and challenges within customer service and patient interactions.
6. Compliance and Quality Assurance
Ensure compliance with regulatory requirements, company policies, and industry best practices.
Implement quality assurance measures to maintain high service standards and adherence to the Cigna brand values.
Qualifications
Bachelor's degree in Business Administration, Healthcare Management, or a related field; a Master's degree is a plus.
5 - 10 years of experience in customer service management, preferably in the healthcare sector.
Strong understanding of healthcare operations, patient experience, and hospital delegation processes.
Excellent leadership, communication, and interpersonal skills.
Proficiency in data analysis and reporting tools.
Ability to work collaboratively in a fast-paced environment and manage multiple priorities.
About The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. 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.
