US Employer Operations Senior Director- Head of Medical Call Centers- Evernorth Health Services

Flexible Onsite Location: Bloomfield, CT, Pittsburgh, PA, Chattanooga, TN, Nashville, TN, St. Louis, MO, Phoenix, AZ, Orlando, FL, Houston, TX, Bloomington, MN

OVERVIEW:

The US Employer Operations Senior Director- Head of Medical Call Centers will direct, lead and support The Cigna Group’s US Employer Customer Service Medical lines of business.  This role will manage 2 direct reports with a total of 1300+ direct/indirect reports, 16mm clients, a call volume of 10mm and budget of $60mm.  The primary objectives of this role are delivering the executional elements of operations across the different lines of business, provide strategic leadership and enabling consistent, reliable, and excellent service experience in healthcare.  This includes partnering with leadership to ensure that our customer service medical group is motivated and receives proper guidance to drive performance against quality, operational efficiencies, and policy adherence. This position manages a portfolio of projects, drives change management and rollout of new products and services.  The role is responsible for creating annual strategic plans for operations and is accountable to set and manage budgets to meet corporate goals.  This role is based remote or at any internal Cigna home sites.

RESPONSIBILITIES:

• Strategic oversight and leadership of customer service for US Employer Medical lines of business to support the quality of delivery to the enterprise.

• Develop, nurture, and deliver collaborative partnerships with third-party suppliers, operations teams, project teams, workforce management and other internal teams to drive value and performance.

• In-depth knowledge of Medical Customer systems & processes.

• Understand, communicate, and manage SLAs (production and non-production).

• Drive SLAs to ensure alignment with strategic delivery goals, including financial performance guarantees.

• Advise and consult with other operating functions (e.g. Accounting, Client Service and Implementation, Technology, Finance, Sales, Underwriting, etc) to develop strategies and plans to meet changing business needs.

• Identify significant improvement opportunities, innovation opportunities, and facilitate cross-business unit initiatives.

• Manage a $60M budget across the Medical line of business, inclusive of 6-8 service delivery models and 30 platforms/systems.  

• Oversight and management of global service provider contracts and performance; third-party suppliers in international geographies who support Cigna’s products and services.

• Act as escalation POC for internal and external stakeholders.

• Collaborates with cross functional matrix partners, operations, and human resources teams to ensure planning, execution, adoption, and reporting strategies for related areas of responsibility.

• Ensures effective communication with key stakeholders and internal management.

• Effectively manages teams to deliver on results.

• Provide trending, analysis and resolution of issues impacting system performance and business continuity.

• Execute and enable operating reviews with strategic partners.

• Manage and oversee technology pilots to ensure use of new and developing contact center tools and efficiencies for frontline ease of use.

• Create innovative plans with leadership and partners to drive and achieve Voice of the Customer/Quality and call delivery targets through the integrated model.

REQUIRED SKILLS:

• BA or BS in Business or equivalent experience.

• 10-15 years of Operations experience in a dynamic customer care environment or a Master’s degree with 8-12 years relevant experience.

• 8+ years managing teams in a customer service environment demonstrating great people skills and strong leadership experience.

• Experience in staff management, contact center and large-scale operations.

• Understanding of service agreements, client needs, and innovation (Gen AI, IVR, test-n-learn pilots, routing).

• Flexibility to execute on heavy call volume in a fast-paced setting.

• Working knowledge of contact center technologies – keeps current with emerging changes in contact center industry and technologies.

• Excellent written and verbal communication skills.

• Strong team building and talent management skills.

• Proven track record in motivating teams to achieve goals.

• Demonstrated effectiveness working in a highly matrixed organization.

• Strong Microsoft Office skills.

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