Customer Service Supervisor
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Key skills for this role
About the Role
Cigna Healthcare seeks a Customer Service Supervisor to lead a team of representatives, manage customer experience, and oversee hospital delegation in Riyadh. The role involves team leadership, patient journey optimization, and compliance.
Key Skills for This Role
Responsibilities
- Lead and mentor the customer service team, fostering a culture of excellence and continuous improvement
- Design and implement strategies to improve the overall patient experience
- Establish and maintain strong relationships with hospitals and healthcare providers
- Map and analyze the patient journey to identify areas for improvement
- Prepare regular reports on customer service performance and patient satisfaction
- Ensure compliance with regulatory requirements and company policies
Requirements
- Bachelor's degree in Business Administration, Healthcare Management, or related field
- 5 10 years of experience in customer service management, preferably in healthcare
- Strong understanding of healthcare operations, patient experience, and hospital delegation
- Excellent leadership, communication, and interpersonal skills
- Proficiency in data analysis and reporting tools
Full Job Posting
About the Role
- The Customer Service Supervisor supervises 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
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
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