مطلوب مشرف إدارة لدى The Cigna Group في نيروبي ، كينيا
Senior case management supervisor
YOUR JOB
This role is a temporary EGS supervisor role who has 50% people´s management component and 50% case management one.
Currently, There Are 3 Vacancies
- One for Global Employee Health
- One for Global Individual Health
- Two for IO/NGO &Africa HealthLocations are not yet define and will depend on the location of the successful candidates.After implementation of an upcoming project (expected Q4 2021/ Q1 20222) only 3 supervisors will remain as a permanent role with hybrid teams in EGS
As acting up supervisor you are responsible for a team of approximately 6- 8 employees. Your role will be to:
- Motivate individuals and team collectively to achieve agreed work output targets covering productivity, quality and customer/provider satisfaction
- Recommend and implement innovative strategies to ilig all three different segments, 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
- Performed quarterly check-in and career development talks. 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.
- Ensure work planning is complete and be first line of approval for holidays within your team. Lies with other supervisors and manager for find approval.
- Escalation point for complex cases a, complaint and financial verification and exceptional payment
- Key contact with Teladoc for escalated cases
- Handle complex complaint cases, perform root cause analysis and report to CCM team manager.
YOUR PROFILE
- Minimum of three years experience in an operational team
- Active language knowledge of at least English; any additional language is a plus
- Experience and/or interest in coaching, managing, developing and motivating individuals
- Experience in complaint management – with a proven track record in improving customer service standards
- 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
- Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members
- Action-orientated problem-solving skills
- Excellent organization, planning and prioritization skills
- Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues
- Personal flexibility and adaptable to change
- Results oriented– ability to define goals, establish plans and manage work to achieve desired outcomes. Creates meaningful business related metrics and tracks progress/results.
- Accountability – assumes ownership for achieving personal results and collective goals
- This is a band 3 higher function
About The Cigna Group
إقرأ أيضا:اعلان وظائف شاغرة بمؤسسة التدريب المهني – فئة ودرجة للفئة الثالثةCigna 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.
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