Provider Inquiries Expert — US Ops & Training

Cigna; Madrid; Presencial; EUR 40.000 - 60.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Permanent contract

Competitive salary

Hybrid working model

Descripción de la vacante

Cigna Healthcare in Madrid is seeking an experienced SME – Provider Inquiries to support US processes, policies and systems. You will act as a central point of expertise for the team, managing and resolving complex provider inquiries and guiding frontline colleagues to ensure consistent, high‑quality service.

This role involves engaging with US‑based stakeholders, supporting onboarding and training, driving knowledge sharing, and contributing to operational stability.

Formación

• Typically 3–5 years’ experience in a complex operational environment (Customer Service, Provider Inquiries, Claims or similar).
• Proven experience handling complex cases and making sound, balanced decisions.
• Strong understanding of operational processes and customer/service delivery environments.
• Experience working with international stakeholders, ideally US-based teams.
• Advanced or native level of English (written and spoken) is essential. Spanish is a plus.

Responsabilidades

• Act as a subject matter expert, managing and resolving complex and escalated provider inquiries.
• Provide day-to-day support and guidance to frontline teams to ensure consistent and accurate handling of queries.
• Support the Network Operations Lead with ad hoc requests, operational queries, and team-related priorities.
• Act as a key escalation point for the team, offering direction and expert decision-making.
• Engage with US-based stakeholders to clarify queries, align on processes, and support decision-making.
• Help maintain consistency in processes and responses across the team.
• Support onboarding, training, and ongoing capability development of team members.
• Contribute to knowledge sharing and ensure team access to up-to-date information and guidance.
• Provide input and insights on recurring issues to support operational stability and team effectiveness.

Conocimientos

Communication skills

Stakeholder engagement

Team collaboration

Decision making

Problem solving

Attention to detail

Descripción del empleo

Cigna Healthcare in Madrid is seeking an experienced SME – Provider Inquiries to support US processes, policies and systems. You will act as a central point of expertise for the team, managing and resolving complex provider inquiries and guiding frontline colleagues to ensure consistent, high‑quality service.

This role involves engaging with US‑based stakeholders, supporting onboarding and training, driving knowledge sharing, and contributing to operational stability.