Jobs for People with MS: National MS Society

The PSO Ops Manager is a visible and proactive managerial role within Cigna's International Health. This individual will manage a total organization approximately 200 indirect reports. This person will also act as the process manager & will be the end-responsible for his/her process across locations.

Role includes:

This position functions at the operational level ensuring effective management of the day-to-day operations, as well as demonstrating the full ownership of the processes within his/her scope. This includes a mix of developing and executing process improvements as well as championing efforts that achieve the highest possible levels of provider experience and satisfaction that enable the company to meet its growth and profit objectives.

• Accountable to lead an efficient and effective Operational team across the globe building up the understanding of the provider needs and requirements.

• Build and bring alive a true culture of provider centricity.

• Being responsible to asses and complete the capacity planning as well as following up on absences and coverage strategies to secure business continuity.

• Determine middle- and long-term solutions to remove items that prevent a smooth collaboration with health providers by continuously analysis the processes, provider feedback, as well as conduct regular reviews of the current processes in order to optimize those.

• Determine operational KPI’s within the team in terms of production, quality, TAT, amongst others, and bring those alive across the team in order to deliver on those.

• Regular report on KPI’s

• Understand and feed the Risk Management governance and implement a sustainable monitoring framework.

• Recommending and implementing innovative strategies to improve efficiency and provide excellent provider service.

• Being proactive in identifying improvement/enhancement opportunities and be active in seeking and sharing ideas for innovation in business processes.

• Contribute and drive Operational Excellence projects.

• Ensure strong employee engagement within the team, including day to day oversight, motivation, conflict management, training, well being and performance by providing coaching and skill development in collaboration with the PSO Management Team

• Developing/maintaining proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service. Actively encourage all team members to do likewise (e.g. CignaLinks, Operations, Medical / Clinical Teams).

• Support the revamp of the provider eco-system

PROFILE

• Strong performance track record

• 5 years of relevant leadership experience in other functions/companies

• International mind-set, with holistic and able to work remotely with colleagues and direct reports across locations

• Strong can-do attitude, and high qualification in relationship management, including a broad understanding of multicultural behaviors

• Excellent interpersonal skills: strong empathy and listening skills, strong articulation and communications skills

• Striving for excellent service to our members, clients and providers.

• Experience in and passion for coaching, managing, developing and motivating individuals and the team.

• Experience in change and process improvement management - with a proven track record in improving customer service standards

• Strong presentation skills, and knowledge of Window Office tools like Word, Outlook, Excel, PowerPoint.

• A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives.

• Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members

• Action-orientated problem-solving attitude

• Excellent organization, planning and prioritization skills

• Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues

• Results orientated – ability to cascade and explain goals, establish plans and manage work to achieve desired outcomes. Create meaningful business related metrics and track progress/result

• Accountability – assume ownership for achieving personal results and collective team goals

This role is reporting directly to the Provider Services Director.

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.