Technical Coaching Lead Representative - Cigna Healthcare

Cigna Health and Life Insurance Company; Bengaluru; Hybrid; INR 700,000 - 900,000; Full time

Job summary

Cigna Health and Life Insurance Company is seeking a Technical Coaching Lead Representative to provide technical coaching and support for a team of claims processors. You will analyze KPIs, develop targeted performance plans, and lead coaching sessions to improve process, technical, and soft skills.

You will partner with Claims Supervisors and real-time resources, with opportunities to assist training and serve as a SME.

Qualifications

• Minimum 2 years of technical claim processing experience.
• Ability to analyze KPIs and coach for performance improvements.
• Strong communication and presentation skills.
• Willing to work across multiple locations and WFH as policy allows.

Responsibilities

• Provide technical coaching and support to claims processors.
• Facilitate training and knowledge sharing.
• Drive process improvements to improve claim accuracy.
• Partner with supervisors on quality and service strategy.

Skills

Technical claim processing

Coaching & training

Leadership

Communication skills

Problem solving

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. Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.