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Intake Care Supervisor - Africa at Cigna

Cigna

Customer Service & Support

KES Confidential
New
5 days ago
  • Minimum Qualification :

Job Description/Requirements

YOUR JOB





Your role will be to:







  • Motivate individuals and team collectively to achieve agreed work output targets covering productivity, quality and customer/provider satisfaction

  •  Recommend and implement innovative strategies to improve efficiency and provide excellent customer service.

  • Be proactive in identifying improvement/enhancement opportunities and active in seeking and sharing ideas for innovation in business processes within the Integrated Health Team and other operations; recommend and implement innovative strategies to improve efficiency within the pre-authorisation and care coordination process and provide excellent customer service, including to members, clients, but also health care providers.

  •  Ensure strong employee engagement within the team, including day to day oversight, motivation, conflict management, training, wellbeing and performance.

  • Ensure appropriate performance management actions are taken.

  • Proactively address and/or escalate any risks.

  • Develop/maintain proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service. Actively encourage all team members to do likewise.

  • Produce, review and interpret reporting and data in line with formats and timescales agreed with management, including trending and enhancement activities with quantification of operational impacts.

  •  Be the key focal point for the implementation of new clients and/or procedures, as well as being a contact for clients/members, including hosting (potential) clients and presenting our services to them.





YOUR PROFILE







  • You are always looking for solutions.

  • Minimum of two years experience in an operational team.

  • Active language knowledge of at least English; any additional language is a plus.

  • Experience and/or interest in coaching, managing, developing and motivating individuals.

  • Experience in complaint management - with a proven track record in improving customer service standards.

  • A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives.

  • Excellent interpersonal skills: strong empathy and listening skills.

  • Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members.

  • Action-orientated problem-solving skills.

  • Excellent organisation, planning and prioritisation skills.

  • Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues.

  • Personal flexibility and adaptable to change.

  • Results oriented– ability to define goals, establish plans and manage work to achieve desired outcomes. Creates meaningful business related metrics and tracks progress/results.

  • Accountability – assumes ownership for achieving personal results and collective goals.

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