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

The Cigna Group

3d•$58,100 - $96,900•Remote

About The Position

The Provider Relations Senior Analyst will be part of the Network Management, Americas team, responsible for managing relationships with Health Care Providers in the Latin American & Caribbean network, with some support for Canada and the U.S. This role involves close collaboration with global peers and stakeholders. The primary focus is on the end-to-end management of partnerships with health providers such as hospitals and clinics, covering onboarding, daily/monthly interactions, education on Cigna's operating model, performance monitoring, 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.
Proficiency in Spanish and English required.
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 situations/issues, conduct research, gather data, and provide constructive feedback.
Accountability to assume ownership for achieving personal results and contributing to collective team goals.
Excellent communication skills – verbal, written, and presentation.
Strong practical knowledge of MS Office applications, including Excel.
Internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload if working from home.

Nice To Haves

2+ years of Cigna experience (or relevant experience in other functions/companies) and a strong performance track record preferred.
Additional language is a plus (preferred languages: Portuguese, French, and Dutch).
Experience with Salesforce is a plus.
Availability to travel 10-20% of your time (estimation).

Responsibilities

Enable effective and efficient collaboration with health providers to deliver a best-in-class customer experience.
Ensure smooth onboarding and day-to-day operational maintenance of provider relationships.
Conduct health care professional education for existing and new professionals to remove potential roadblocks, including member identification, claims submission, Cigna's operating model, and provider portal training.
Manage ongoing relationships and day-to-day operations with health care providers, including follow-up, negotiation, and resolution of complaints, escalations, suspensions, or threats.
Monitor and analyze operational KPIs and account reconciliation results to provide comprehensive support and follow-up.
Drive continuous service improvement by analyzing root causes and proactively implementing initiatives based on data and feedback.
Maintain active communication and prompt follow-up with dedicated health care providers through regular meetings.
Provide consolidated feedback to the Network Management, Americas team.
Manage continuous improvement and maintenance of provider communication channels, considering local habits and practices.
Proactively educate providers on working with Cigna and roll out new processes.
Conduct provider visits as applicable.
Interpret data and draft reports.
Work independently and in conjunction with co-workers of all levels.