Provider Administrative Supervisor

CIGNA Insurance; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading health service provider in Kuala Lumpur seeks a motivated Supervisor for their Intake Operations. This role involves managing a team of General clerks, ensuring high service quality and productivity. The ideal candidate will excel in coaching and developing staff while fostering a positive work environment. Strong interpersonal and organizational skills are essential. Join us to drive growth and improve lives in this essential service role.

Qualifications

• Track record of strong performance in a team management role.
• Experience in coaching, developing, and motivating a diverse team.
• Excellent organizational and planning skills.

Responsibilities

• Manage team of General clerks and oversee claim intake processes.
• Ensure productivity and quality standards are met.
• Implement strategies for service improvement and team motivation.

Skills

Coaching and managing individuals

Strong presentation skills

Interpersonal skills

Problem-solving attitude

Planning and prioritization skills

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Job description

A vacancy has arisen within PSO- Provider Intake, opening up the opportunity for an enthusiastic, highly motivated and driven individual to join our Intake Operations in the role of Supervisor.

As an intake Supervisor, you will be managing a team of General clerk representatives that are handling multi-platform intake and indexing of provider claims. You will report directly into the Senior Supervisor and will work closely with your peers in the same as well ad other locations across the globe. Key to the role will be developing and coaching the team to be flexible and multitasking, to deliver a high-quality customer centric service offering to the providers as well as work closely with our external partners.

Main Duties/Responsibilities

• Accountable to review and assess inventory levels coordinating daily allocations and planning to maximize staffing levels to maximize results.
• Accountable to ensure that productivity, quality and provider satisfaction are managed within own team and motivation of the individuals and team to achieve operational KPI’s.
• Recommending and implementing innovative strategies to improve efficiency and provide excellent service to the providers.
• Being proactive in identifying improvement/Enhancement opportunities in the entire intake process.
• Ensure strong employee engagement within the team, including day to day oversight, motivation, conflict management, training, well-being and performance by providing coaching and skill development.
• Being responsible for follow up of capacity planning and absences in close cooperation with management and Human resource.
• Ensure appropriate performance management actions are taken.
• Having quarterly check in conversations with all the team members.
• Promote a culture of continuous improvement and be fully responsible for the implementation of new way of working and the measurement of the results in alignment with the broader Provider Intake strategy and in coordination with the management team.
• Taking ownership of any escalated claims/Cases and provide updates to the team manager in any issues.
• Proactively address and/or elevate any operational risks to the team manager.
• Developing/maintaining proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service.
• Recruitment of new employees.
• Be a representative of the department and overall organization during provider and client visits, stakeholder meetings or act as a relationship person towards some of our strategic partners.

Your Profile

• Strong performance track record.
• International mind-set, with holistic and able to work remotely with peers across locations.
• Experience in and passion for coaching, managing, developing, and motivating individuals and the team.
• Strong presentation skills, and knowledge of Window Office tools like Word, Outlook, Excel, PowerPoint.
• A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives.
• Excellent interpersonal skills: strong empathy and listening skills, strong articulation, and communication skills.
• Striving for excellent service to our members, clients and providers is part of your DNA.
• Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members.
• Action-orientated problem-solving attitude.
• Excellent organisation, planning and prioritisation skills.
• Able to seek out best practice to effectively deal with diverse, complex, and highly sensitive issues.
• Results orientated – ability to cascade and explain goals, establish plans, and manage work to achieve desired outcomes. Create meaningful business-related metrics and track progress/results.
• Accountability – assume ownership for achieving personal results and collective team goals.

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.