Customer Service Supervisor

Cigna Health and Life Insurance Company; Riyadh; On-site; SAR 180,000 - 240,000; Full time

Job summary

Cigna Healthcare in Saudi Arabia is looking for a Customer Service Supervisor to lead a team of representatives, shaping policies, workflows, and training. The role emphasizes service excellence, accountability, and ongoing improvement to patient experiences across the network.

You will partner with hospitals and healthcare providers, monitor service metrics, and drive initiatives that improve patient satisfaction while ensuring compliance and quality standards.

Qualifications

• Bachelor's degree in Business Administration, Healthcare Management, or related field; a Master's degree is a plus.
• 5 - 10 years of experience in customer service management, preferably in the healthcare sector.
• Strong understanding of healthcare operations, patient experience, and hospital delegation processes.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency in data analysis and reporting tools.

Responsibilities

• Lead and mentor the customer service team, fostering a culture of excellence, accountability, and continuous improvement.
• Design and implement strategies to improve the overall patient experience and ensure timely resolution of inquiries.
• Establish and maintain relationships with hospitals and healthcare providers to facilitate effective communication.
• Map and analyze the patient journey to identify improvement opportunities and enhance engagement.
• Prepare regular reports on customer service performance, patient satisfaction, and operational efficiency.
• Ensure compliance with regulatory requirements, policies, and quality assurance standards.

Skills

Team Leadership

Customer Service

Data Analysis

Healthcare Operations

Communication Skills

Education

Bachelor's degree in Business Administration

Master's degree (advantage)

Tools

Data analytics tools

Job description

About Cigna Healthcare

Cigna Healthcare is a global health service company dedicated to transforming healthcare. With roots in the U.S. and operations in over 30 countries, we serve more than 180 million customers and patients worldwide. Ranked 13th on the Fortune 500 in 2025, Cigna is recognized as one of the most trusted and influential names in the industry. Our mission is to improve the health, well being, and peace of mind of those we serve. Cigna Saudi Arabia, a branch of Cigna Worldwide Insurance Company, and the first foreign company license by Insurance Authority in KSA, is committed to delivering best-in-class health solutions aligned with Vision 2030. You'll join a globally recognized organization where trust, clear communication, and a positive culture shape how we work. Our leaders are consistent, approachable, and supportive, helping you maintain balance while doing meaningful work. We look for people who thrive in collaborative environments, care about meaningful change, and want to grow in a company that puts people first. At Cigna Healthcare, your work contributes to better care experiences and supports customers through important moments in their lives.

About the Role

The Customer Service Supervisor supervises the daily activities of a group of customer service representatives who respond to/research customer/member inquiries and issues. Provides direction and guidance regarding policies, procedures, workflows, customer service quality, and training needs.

Key Responsibilities

• Team Leadership:
  • Lead and mentor the customer service team, fostering a culture of excellence, accountability, and continuous improvement.
  • Develop training programs and resources to enhance team performance and service delivery.
• Customer Experience Management:
  • Design and implement strategies to improve the overall patient experience, ensuring timely and effective resolution of inquiries and issues.
  • Monitor customer feedback and service metrics, using insights to drive improvements in service quality.
• Hospital Delegation:
  • Establish and maintain strong relationships with hospitals and healthcare providers to facilitate effective communication and collaboration.
  • Act as a key liaison between Cigna and healthcare partners, ensuring alignment on patient care processes and standards.
• Patient Journey Optimization:
  • Map and analyze the patient journey to identify areas for improvement and implement initiatives that enhance patient engagement and satisfaction.
  • Collaborate with internal teams to streamline processes and eliminate barriers that affect patient experience.
• Reporting and Analysis:
  • Prepare regular reports on customer service performance, patient satisfaction, and operational efficiency for senior management.
  • Utilize data analytics to identify trends, opportunities, and challenges within customer service and patient interactions.
• Compliance and Quality Assurance:
  • Ensure compliance with regulatory requirements, company policies, and industry best practices.
  • Implement quality assurance measures to maintain high service standards and adherence to the Cigna brand values.

Qualifications

• Bachelor's degree in Business Administration, Healthcare Management, or a related field; a Master's degree is a plus.
• 5 - 10 years of experience in customer service management, preferably in the healthcare sector.
• Strong understanding of healthcare operations, patient experience, and hospital delegation processes.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency in data analysis and reporting tools.
• Ability to work collaboratively in a fast-paced environment and manage multiple priorities.

About The Cigna Group

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.

Qualified applicants

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.