Healthcare Operations Specialist
2 weeks ago
Job Summary: We are seeking a skilled Healthcare Operations Specialist to join our team. As a key member of our operations team, you will be responsible for improving the experience of our members by providing investigations, analysis, and support to understand the root cause of poor member experience.
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
- Be proactive in identifying improvement/enhancement opportunities and seeking and sharing ideas for innovation across operational responsibility
- Proactively address and/or escalate any risks to the appropriate department or management
- Host client engagement sessions via webinar for large groups of participants
- Join client calls, providing operational insights relating to service performance and bringing forward solutions in close cooperation with Client Managers, Client Member Services, and Complaints Managers
About The Cigna Group:
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the healthcare system, empowering them with the information and insight they need to make the best choices for improving their health and vitality.
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