Customer Service Supervisor

About The Role

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.