Provider Relations Senior Analyst, Americas – Cigna International Health - Remote

Cigna Healthcare•Florida Work at Home, FL

12d•$58,100 - $96,900•Remote

About The Position

As a Provider Relations Senior Analyst, you will be part of the Network Management, Americas team, being responsible to manage the relationship with Health Care Providers of the Latin American & Caribbean network (with some support for Canada and the U.S.). You will work very closely with peers and stakeholders strategically positioned across the globe. Key to the role will be the end-to-end journey, managing the partnership with health provider accounts, such as hospitals and clinics, and support their journey from the onboarding, supporting on the daily / monthly interactions with Cigna, educate them to navigate Cigna operating model, monitoring their performance, and driving engagement initiatives.

Requirements

4+ years of experience in Operations, Data Analysis, Marketing/Communications, or Relationship Management, with operational and customer/provider-facing experience profile.
Proficiency in Spanish and English required; additional language is a plus (preferred languages: Portuguese, French, and Dutch).
Strong analytical and problem-solving skills.
International mindset able to work remotely with colleagues, partners, and providers across Latin America and the Caribbean.
Strong can-do attitude and high qualification in relationship management, including a broad understanding of multicultural behaviors.
Action-orientated problem-solving attitude.
Excellent organization, planning, and prioritization skills to meet deadlines.
Experience in complaint management - with a proven track record in improving customer service standards.
Ability to assess the situation/issue, carry out appropriate research, gather the relevant data, and provide constructive feedback on the outcome.
Accountability – to assume ownership for achieving personal results and to contribute for collective team goals.
Excellent communication skills – verbal, written, and presentation.
Be a positive role model and be able to work independently and in conjunction with co-workers of all levels.
Experience interpreting data and drafting reports.
Strong practical knowledge of MS Office applications, including Excel.
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

Nice To Haves

2+ years of Cigna experience (or relevant experience in other functions/companies) and a strong performance track record preferred.
Experience with Salesforce is a plus.

Responsibilities

Accountability to enable an effective and efficient collaboration with health providers to deliver a best-in-class customer experience through the partnership with our providers.
Secure a smooth onboarding and day-to-day operational maintenance of provider relationships.
Conduct all aspects of health care professional education for existing and newly contracted health care professionals as pertinent in the region to remove potential roadblocks preventing a successful partnership, including but not limited to: 1) Overview of member identification and eligibility process, 2) Claims submission, 3) Cigna operating model, and 4) Training and onboarding providers into the new provider portal.
Manage the ongoing relationship and handling day-to-day operations directly with health care providers, including the follow-up, negotiation, and resolution of potential complaints, escalations, suspensions, or threats.
Responsible to enable an effective and efficient collaboration with health providers through monitoring and analyzing the operational KPIs, the results of the reconciliation of the accounts, and others to provide a comprehensive support on their interpretation and assurance of further follow up if needed.
Strive for continuous service improvement via analyzes of root causes and proactive implementation of initiatives driven by outcome obtained through data and feedback gathered through reconciliation results, complaints, or other sources, and continuous service delivery improvement through BAU collaboration with different teams.
Active communication and prompt follow-up combined with regular meetings with your dedicated health care providers.
Provide consolidated feedback to rest of Network Management, Americas team.
Manage continuous improvement and maintenance of provider communications channels taking into consideration the local habits and practices.
Proactive education to providers on the way to work with Cigna, including the roll out of new processes.
Conduct provider visits as applicable.