Job Description

Job Location: 3003 North 3rd Street, Phoenix, Arizona

Summary

The Patient Access Call Center Supervisor will develop and lead a high-performing team. Create a Wow! experience for Cigna Medical Group patients and care team members. The Patient Access Center Supervisor is an integral member of the multi-disciplinary team who leads a team of call center advocates. The position is accountable for the performance of their team, and provides direction and support to their team members.

Responsibilities:

* Oversee the operations of the patient contact team to ensure smooth and efficient patient care management.

* Develop and lead a team to ensure patient and employee satisfaction while promoting safety and retention. Serves as a real time resource for staff for problem solving on patients, processes, and issues impacting a patients ability to maintain his or her optimal health status.

* Track, monitor, communicate and achieve established goals/targets in the areas of: (a) employee satisfaction, (b) customer satisfaction, (c) quality, (d) compliance and (e) financial results.

* Provide inspirational leadership for all staff by establishing open communications, mentoring, training guidance and articulating clearly defined goals and objectives tying to medical groups strategies.

* Drive continuous operational improvement

* Develop leadership skills among staff including communication, decision making, problem solving, critical thinking and employee engagement. Leads the development of staff and supports career advancement opportunities. Functions as a role model and encourages staff to participate in their own development.

* Facilitate regular staff meetings with focus on Triple Aim, CMG Strategic initiatives, and Drive for Five.

* Create a culture of learning.

* Establish and drive Annual Performance Objectives for staff

Qualifications:

* Bachelors Degree preferred or equivalent work experience.

* Experience in management and knowledge of the delivery of healthcare preferred

* Demonstrated leadership and management skills (3 years of management experience).

* Experience working in a call center environment

* Excellent communication, leadership, teambuilding and quantitative analysis skills.

* Ability to develop strategies and plans to meet customer needs; develop clinician relationships; manage and support values and vision.

* Computer skills required such as: Microsoft Office (Outlook, Word, PowerPoint, Excel)

* Medical terminology knowledge highly preferred.

* Demonstrates positive customer service behaviors.

About Cigna

Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation.

When you work with Cigna, youll enjoy meaningful career experiences that enrich peoples lives while working together to make the world a healthier place. What difference will you make? To see our culture in action, search TeamCigna on Instagram.

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.