Technical Coaching Lead Representative - Cigna Healthcare

Evernorth; Bengaluru; Hybrid; INR 1,500,000 - 2,100,000; Full time

Benefits offered by this job

Hybrid work model

Work-from-home eligibility

Job summary

The Cigna Group in Bangalore, India seeks a Technical Coaching Lead Representative to coach a team of claim processors, drive performance via KPIs, and deliver training across processes and systems. You will partner with Supervisors to improve quality and service, while supporting real-time resources and training needs. Eligibility for work-from-home is provided per policy.

The role emphasizes leadership, coaching, and capability building within a dynamic, customer-focused environment.

Qualifications

• Minimum 2 years of technical claim processing knowledge on the Diamond system.
• Ability to meet and exceed KPIs in current role.
• Strong research capability and customer-focused mindset.
• Excellent verbal and written communication and presentation skills.

Responsibilities

• Coach and support a team of claim processors to improve quality.
• Provide timely, accurate responses to questions and issues.
• Deliver training on current and new information.
• Drive process improvements to improve claim accuracy outcomes.
• Ensure overall quality results and align with supervision.
• Collaborate with supervisors and teams to enhance quality and service.
• Lead team huddles, meetings, coaching and training sessions.

Skills

Coaching delivery

Technical claim processing

KPIs and analytics

Communication skills

Problem solving

Training facilitation

Team leadership

Process improvement

Tools

Diamond processing system

Job description

As a Technical Coaching Lead Representative, you will be responsible for providing technical/procedural coaching and support for an assigned teams of claims processors. You would analyze trending along with Key Performance Indicators (KPIs) to develop ongoing targeted performance plans while partnering with the Claims Supervisors. You would also complete one on one and group coaching sessions with your assigned processors designed to support process improvement for metrics, technical skills, and soft skills. You will have opportunities to support the needs of real time resources, with flexibility to support new hire and other areas within the department such as helping with training or working as a SME.

This is an excellent opportunity for someone with claims processing experience and a passion to help their team while growing their skills in leadership, coaching, and various systems.

Responsible for the technical development and support for a team of claim processors:

• Provides support for questions; timely, efficient, accurate responses.
• Supports, educates and reinforces the consistent claim process flow.
• Facilitation of training delivery for specified current and/or new information.
• Supports and drives process improvement to further enhance claim accuracy outcomes.
• Accountable for the team s overall quality results.
• Engagement and partnership with aligned supervisor toward overall quality improvement and service strategy.
• Engagement and partnership with aligned team toward overall quality improvement via team huddles; team meetings; coaching and training sessions.

Job Qualifications / Requirements:

• Minimum 2 years of technical claim processing knowledge application to the Diamond specific processing system
• Currently meeting or exceeding Key Performance Indicator Metrics of current role.
• Strong KnowledgeXchange research capability
• Customer Service Driven; ability to meet and exceed the internal partner and external customer expectations.
• Take accountability in critical thinking and decision-making outcomes.
• Problem solving skills; utilization of technical skills and resources to ensure accuracy of final claim resolution.
• Strong communication and presentation skills, both verbal and written
• Demonstrated ability to teach, educate, coach others through a variety of claim complexities.
• Process improvement skills: ability to assess trends, processes, and barriers to drive positive outcomes for claim resolutions.
• Fluent understanding and application of key tools and resources for claim processing.
• Comfortable working with others in multiple locations; office and work at home.

We expect this role to remain in Bangalore Location, work from home approved after as per Cigna Policy, and have a typical schedule within Monday - Friday, normal business hours, or as business needs dictate.

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.