Provider Advocate Singapore

As a Provider Advocate you will be part of a Global Provider Team embedded into the Provider Services department, being responsible to manage the outcome of the reconciliation process with Health Care Providers in Singapore. You will report directly into the Global Provider Advocate lead and work very closely with your peers in the Global Provider Services Team across the globe. Key to the role will be managing the fulfilled reconciliation of the accounts between Cigna and the health providers, such as hospitals and clinics in the country. In addition to this you will be in charge of the communication of the outcome to the facilities, support them in interpreting the feedback received from Cigna and close follow up on the further actions needed.

**Your role includes**:
Responsible to enable an effective and efficient collaboration with health provider in the region through monitoring and analyzing the results of the reconciliation of the accounts fulfilled by the Global Provider Reconciliation team;
Efficient and clear communication with health care providers on the results of the conducted accounts revision;
Comprehensive support on their interpretation and assurance of further follow up if needed;
Root cause analysis of the data obtained and consolidated feedback to Global Provider Services management team and Singapore Team striving for continuous service delivery improvement through BAU collaboration with different teams;
Participation in coordination sessions with Network and Operations teams seeking for better practices in order to prevent service deficiencies and assure 5 star experience to health care providers;
Prompt follow up on potential risks in the region and proactive prevention of complaints related to reconciliation of the accounts coordinating the enhanced workflow with Global provider services management team;
Support the Global Provider Services management to determine short-, middle
- and long-term solutions for smooth reconciliation process with Providers by continuously analyzing the intake of queries and complaints, as well as conducting reviews of the current processes for potential improvements;
Being a person of contact for Provider Network team in terms of escalations, complaints and any reported operational issues related to reconciliation process;
Deliver on operational KPI’s within the Global Provider reconciliation team in terms of production, quality, TAT, amongst others;
YOUR PROFILE

If internal 2 years of Cigna experience in Operations, relevant experience in other functions/companies, and a strong performance track record;
If external, at least 5 years of experience in Marketing/Communications or Relationship Management, with operational and customer/provider-facing experience profile and data analysis background.

Proficient in English. Additional languages such us Cantonese, Mandarin, others would be a plus
Strong knowledge of healthcare insurance industry, terminology and provider networks;
**Strong data analysis skills**: good understanding of numbers/figures and good eye to identify trends
Detail oriented, with proven time management and organization skills (including the ability to engage in multiple tasks and meet deadlines/standards);
International mind-set able to work remotely with colleagues, partners
Striving for excellent service to our members, clients and providers is part of your DNA;
Act with a sense of urgency to research questions or issues brought by different teams. Identify the right parties or resources to resolve these issues;
Problem-solving skills.
Experience in complaint management with a proven track record in improving customer service standards;
Ability to assess the situation/issue, carry out appropriate research, gather the relevant data and provide constructive feedback on the outcome;
Excellent communication skills - verbal, written and presentation.
Be a positive role model and have the ability to work independently and in conjunction with co-workers of all levels.
A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives.
Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues;
Assume ownership for achieving personal results and to contribute for collective team goals;
Working knowledge of Microsoft office and strong excel knowledge for data analysis

This role is reporting directly to the Global Provider Advocate lead, based in Madrid, Europe.

About Cigna
Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovat