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.
The Role
As a supervisor you will support the team manager in managing a team of care representatives. Key to the role will be developing and coaching the team to deliver a high -quality customer centric service offering. Your role includes:
- Motivate individuals and 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 active in seeking and sharing ideas for innovation in business processes within the Integrated Health Team and other operations; recommend and implement innovative strategies to improve efficiency within the pre-authorization and care coordination process and provide excellent customer service, including to members, clients, but also health care providers.
- Ensure strong employee engagement within the team, including day to day oversight, motivation, conflict management, training, well being and performance
- 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 a seamless delivery of service. Actively encourage all team members to do likewise.
- 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.
- Be the key focal point for the implementation of new clients and/or procedures, as well as being a contact for clients/members, including hosting (potential) clients and presenting our services to them.
YOUR PROFILE
- Strong performance track record
- Degree or diploma in relevant field
- International mind-set, with holistic view and able to work remotely with peers across locations
- 2 years of leadership in the medical insurance industry
- Night shift availability is required to support the team and clients across timezones.
- Experience and/or interest in coaching, managing, developing and motivating individuals
- Experience and/or interest in conflict management
- Experience in complaint management – with a proven track record in improving customer service standards
- Strong communication and presentation skills, and knowledge of Window tools, e.g. Excel, Powerpoint, Windows
- 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, strong articulation and communication skills, passionate. 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 translate goals, establish plans and manage work to achieve desired outcomes.
- Accountability – assume ownership for achieving personal results and collective team goals
