Customer Advocacy Manager

Job Profile:

• Responsible for review of escalation on operational services to identify the trending issues and identify the root cause, through close collaboration with the Client Support team and other functions
• Work in close cooperation with colleagues in other operations departments and other regions (eg. Quality Coaches, Quality Audit, Training, etc.) to build plans for coaching and training opportunities.
• Be the main liaison to arrange focused areas to coach and train based on a holistic approach to using multiple data sources, e.g. QA results, error reporting etc and use this to design and conduct appropriate training and coaching.
• Collaborate with the data teams to gather and use data to enable root cause analysis and make recommendations to enhance systems and process as part of continuous business improvement.
• Act as the subject matter expert to liase with the Client Support and Escalations team on service improvements.
• Liaise and coordinate with your colleagues across the business and across products to ensure a one team approach.
• Being proactive in identifying improvement/enhancement opportunities and be active in seeking and sharing ideas for innovation in business processes within Customer Services, Claims, and other operations.
• Manage your workload and make sure to deliver service within the agreed KPI s.

Key Challenges/Anticipated Changes in Environment:

• Non-organic growth has created fragmentation of systems and process.
• Multi-team and stakeholder engagement across a matrixed and geographically dispersed organisation increases complexity.
• Changing regulatory requirements with increased due diligence on process, audit and financial controls as the Singapore business grows
• The healthcare landscape in APAC is an ongoing transformation where the Ministry of Health in each locations is continuously evolving, and this would require a change mindset to act quickly but with due care and attention

Developmental Value of Position:

• This is a senior role that will encompass adopting a strategic mindset alongside managing both tactical/BAU together with medium- and longer-term planning.
• The opportunity is to grow to a Supervisory or Manager role and along the way develop skills and behaviours of a Leader with potential options for geographic and functional options.
• Exposure to Senior Leadership to present recommendations and develop strategic change initiatives

Experience/Knowledge, Education and Other Requirements:

• Minimum of 5-7 years experience as Senior Claims Assessor, or similar role, with a strong preference for Group Health Insurance background
• Medical knowledge and/or nursing background is highly preferred
• Fluent in English with superior grammar
• 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 preparing training and coaching materials in various formats.
• Able to conduct training and coaching.
• Experience in using data to build insights and deliver actionable outcomes.
• You have strong interpersonal skills with excellent written and verbal communication skills.
• Strong client-centric mindset with developed problem-solving skills
• Experience in complaint or escalation management - with a proven track record in improving customer service standards.
• Strong collaboration skills
• Communicating and coordinating with colleagues in other departments as necessary
• Excellent knowledge of operational processes and systems relating to healthcare services
• 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 in stressful situations.
• Able to seek out best practice to effectively deal with diverse, complex, and highly sensitive issues.

Personal Competencies Required

• Interpersonal Savvy: Relating openly and comfortably with diverse groups of people.
• Drives Results: Consistently achieving results, even under tough circumstances.
• Ensures Accountability: Holding self and others accountable to meet commitments.
• Drives Engagement: Creating a climate where people are motivated to do their best to help the organization achieve its objectives.
• Manages Complexity: Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Manages Ambiguity: Operating effectively, even when things are not certain, or the way forward is not clear.

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 health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.