Healthcare Operations Manager

4 weeks ago

Singapur, Singapore The Cigna Group Full time
About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is a leading health insurance provider that advocates for better health through every stage of life. We empower our customers with the information and insight they need to make informed decisions about their health and well-being.

Job Title: Advocacy Manager

We are seeking an experienced Advocacy Manager to join our team. As an Advocacy Manager, you will play a critical role in improving the experience of our members by providing investigations, analysis, and support to understand the root cause of poor member experience. You will work closely with our operations teams to recommend and implement process improvements to enhance service and ensure customer satisfaction.

Key Responsibilities:
  • Support and represent Operations in internal and external meetings, including Bespoke Governance meetings
  • Participate in investigations and escalations related to operational service and performance, working with teams to understand and fix root causes and define recommendations for improvements
  • Work closely with Data and Analytics teams, t-NPS, and Business Insights to understand member feedback and turn it into data-evidenced actionable items to improve t-NPS score
  • Collaborate with colleagues in other operations departments, regions, and across the business to enable a holistic one-team approach across all products linked to the Singapore (and potentially Hong Kong) business
  • Gather and use data to enable root cause analysis and make recommendations to enhance systems and processes as part of continuous business improvement
  • Proactively identify improvement/enhancement opportunities (process and systems) and seek and share ideas for innovation across the full area of operational responsibility
  • Proactively address and/or escalate any risks to the appropriate department or to management
  • Host client engagement sessions via webinar for large groups of participants and provide operational insights relating to service performance on client calls
Requirements:
  • Minimum 7 years' experience as Senior Claims Assessor, Senior Customer Service Representative, or similar role
  • In-depth knowledge of the healthcare system in Singapore, Hong Kong, or similar location
  • In-depth knowledge of working procedures for health insurance claims
  • Experience working with Salesforce or similar system
  • Experience in process engineering or re-engineering to ensure processes are efficient (Visio skills an advantage)
  • Experience in hosting webinar sessions and presenting to plan members
  • Experience with one-to-one sessions in person or virtual with clients or brokers
  • Experience in using data to build insights and deliver actionable outcomes
  • Experience in complaint management - with a proven track record in improving customer service standards
  • Flexible to travel when needed to visit clients (member sessions, client meetings) and Cigna teams in other regions, including Kuala Lumpur
  • Excellent knowledge of operational processes and systems relating to healthcare services
Personal Competencies:
  • Excellent interpersonal skills with strong empathy and listening
  • Excellent written and verbal communication skills across various channels and groups
  • Strong client-centric mindset with developed problem-solving skills – able to make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
  • High level of professionalism
  • A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives
  • Ability to stay calm and operate effectively in stressful and/or ambiguous situations
  • Ability to seek out best practice to effectively deal with diverse, complex, and highly sensitive issues
  • Results-oriented – able to define goals, establish plans, and manage work to achieve desired outcomes, even under tough circumstances
  • Accountability – assumes ownership for achieving personal results and collective goals
  • Ability to pull and motivate people to come together to achieve shared objectives

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