About the Role:
The Customer Service Supervisor Supervises the daily activities of a group of customer service representatives who respond to/research customer/member inquiries and issues. Provides direction and guidance regarding policies, procedures, workflows, customer service quality, and training needs.
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.
