·Manages claim organizational metrics for days mail on hand, performance guarantees and staffing.
·Manages the daily operations of claim team; Effectively communicates organizational strategies to engage staff and drive desired behaviors
·Exhibits managerial courage and consistently delivers accurate and transparent messages to staff
·Responsibility for strategic analysis of MOS data to gain deep insights in order to proactively recommend improvements related to MOS tools, team results and processes to drive operational efficiencies and improvements across aligned organization.
·Demonstrates strong individual competency as well as coaches/ mentors others on all Management Operating System (MOS) tools to include Barrier Time Tracker, Daily Schedule Controls, Automated Scorecard, Performance Profile and Quartiling.
·Address MOS findings at the team, cross team and organizational levels, working to remove barriers for individuals and beyond as a change leader to staff and matrix partners with regard to efficiency and quality.
·Partners with Resource Management, Short and Long term Capacity Planners to deliver on operational and client expectations
·Builds and supports a high performance culture within the global organization, focusing on employee training and development, regular and open communication, individual/team accountability and recognition.
·Lead/participate in projects and initiatives in support of service and operational excellence and providing consistent, positive impact to teams.
·Work with partners to ensure claim performance meets or exceeds both quality and time to process goals.
·Utilizes active management processes to develop direct reports, enabling the team to successfully balance accuracy and quality with productivity to drive positive results with a goal of 100% accuracy.
·Adapts communication style to effectively engage individuals/teams in a virtual environment, delivering communications positively and in support of organizational goals and objectives
·Collaborates with internal and external matrix partners to ensure objectives and standards are met, policies and procedures are followed, gaps identified and closed, communications are clear
·Facilitates compliance with all corporate policies for the claims processing staff.
·Supports diversity by building an inclusive environment and valuing different perspectives
·Ability to prioritize critical objectives focusing on high impact components
·Ability to work with high sense of urgency
·Demonstrates ability to effectively communicate verbally and in writing, both with senior leaders in the organization and in disseminating information to staff
·Demonstrate mastery of Diamond Claim Management, and the functional and technical knowledge and skills to manage the business.
·Ability to mentor and coach claim processors to meet or exceed goals successfully.
About The Cigna Group