Medicare Complaints (CTM) Senior Supervisor - Cigna Healthcare - Remote

About the position

The Medicare Complaints (CTM) Senior Supervisor is a leadership role within the Cigna Medicare Customer & Client Service Experience (CCSE) Organization. This position is responsible for supervising the CTM team, ensuring compliance with regulatory policies, and driving continuous improvement in customer service. The role involves overseeing daily operations, managing team performance, and collaborating with various departments to enhance the overall customer experience.

Responsibilities
?? Supervise the daily operations of the CTM department ensuring compliance with organization and CMS regulatory policies.
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?? Act as a liaison with CMS staff to ensure CTMs meet CMS requirements.
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?? Monitor the progress of pending workload and collaborate with staff to ensure cases move along at an acceptable pace.
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?? Perform regular reviews of resource materials and make necessary updates to keep knowledge resources up to date.
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?? Prepare schedules and monitor team adherence to work force management (WFM) reporting and coach team to drive performance improvement.
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?? Monitor and improve quality such that the team consistently meets or exceeds goals for accuracy, timeliness, and regulatory compliance.
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?? Routinely assess the talent, knowledge, and performance of the staff and administer necessary coaching, training, and performance management.
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?? Perform monthly/quarterly check-ins with staff.
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?? Ensure that the team meets all deliverables and milestones related to annual enrollment period plan changes.
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?? Enable a virtual work environment where employees have the tools, resources, and information necessary for teamwork, productivity and engagement.
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?? Lead and drive a customer centric focus within the Medicare CTM team.
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?? Partner with cross functional departments on projects to reduce CTM complaints.
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?? Analyze MHK CTM system functions and lead projects to enhance the MHK for more efficient CTM processes.
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?? Participate in cross functional department projects including cross function department changes needed for successful AEP activities.
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?? Create an environment where people want to excel and are focused on delivering the best outcome for each and every customer.
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?? Partner with peer managers and individuals outside of the CTM team to create a positive work environment and lead process improvement initiatives.
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?? Build a strong relationship/rapport with Cigna business partners and external vendor partners to ensure successful achievement of internal metrics and compliance/regulatory standards.
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?? Manage the selection, hiring, training, coaching and development within the team.
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?? Provide direction regarding overall objectives and assignments to the team.
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?? Support 24/7 operation management needs as required, including weekends.
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?? Monitor all performance requirements and guarantee results as required.
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?? Access MHK functionality and initiate change requests as needed to improve system performance.
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?? Participate in MHK new release testing and communicate changes to the CTM Team.
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?? Run reports as needed to monitor and track key metrics and provide reporting to executives/business partners as required.
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?? Ensure timely execution of compliance with CIGNA standards for all customer types.
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?? Identify staff education opportunities and provide proactive training on a continuous basis.
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?? Facilitate and participate in appropriate meetings and follow up activities.

Requirements
?? HS Diploma required
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?? At least 2 years of previous management in operations or people leadership experience preferred
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?? At least 2 years of experience in managing vendor relationships and performance preferred but not required
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?? Experience and passion for leading, developing and motivating employees required
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?? Medicare experience required
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?? Knowledge of Medicare systems and/or Medicare CTMs/Grievance/Appeal functions a plus
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?? Demonstrated excellent oral, written, interpersonal, analytical, and negotiation skills
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?? Must be computer proficient
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?? Ability to work in and succeed in a team-oriented environment.

Nice-to-haves
?? Experience in managing vendor relationships and performance
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?? Knowledge of Medicare systems and/or Medicare CTMs/Grievance/Appeal functions

Benefits
?? Medical, vision, and dental insurance
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?? 401(k) with company match
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?? Company paid life insurance
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?? Tuition reimbursement
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?? Minimum of 18 days of paid time off per year
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?? Paid holidays
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?? Annual bonus plan

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