Operational Health & Performance (Data & Analytics) Senior Director- Evernorth Health Services

Flexible Onsite Location: Bloomfield, CT, Chattanooga, TN, St. Louis, MO, Scottsdale, AZ

OVERVIEW:

The Operational Health & Performance (Data & Analytics) Senior Director is a pivotal role in the Provider Solutions & Operations (PS&O) team.  This position is primarily responsible for developing key performance indicators (KPIs) across the end-to-end provider operations processes.

The successful candidate will be instrumental in driving precise, predictable, and affordable operations, thereby unlocking enterprise leverage across the breadth of Cigna.  They will collaborate with leaders across PS&O, Technology & Operations, and critical business partners to ensure that Cigna’s provider operations are equipped with the necessary telemetry for the broader organization to achieve desired business goals and provide an exceptional experience for all critical stakeholders.

The role involves transitioning the organization from a reactive to a proactive stance, enabling operations to identify performance concerns before they evolve into problematic trends. In the long term, this role will work closely with the SVP of PS&O to develop a data-informed, aligned, multi-year strategy that leverages emerging technology to drive transformative cost reduction and quality improvement.

RESPONSIBILITIES:

• Develop critical insights to drive precise, predictable, and affordable operations.

• Develop necessary KPIs across the end-to-end provider operations processes.

• Partner with other leaders across PS&O, Technology & Operations, and critical business partners.

• Ensure necessary telemetry for the broader organization to achieve desired business goals.

• Guide the organization’s evolution from a reactive to proactive posture.

• Work closely with the SVP of PS&O to develop an aligned, multi-year strategy for operational performance improvement.

Leadership Orientation:

• Servant Leadership: Prioritize the needs of the team, helping to remove obstacles, providing guidance, and fostering a supportive and collaborative environment. Empower team members to take the lead, encouraging growth and development.

• Building Trust: Establish and maintain trust within the team and with stakeholders through consistent actions, values, methods, measures, and outcomes. Ensure open and honest communication at all levels.

• Promoting Transparency: Cultivate a culture of transparency, sharing information openly and proactively.  This includes providing clear, timely communication about decision-making processes, changes, and the state of the business.

• Supportive Agent of Change: Lead and manage change initiatives, providing clear communication and support to help team members adapt.  Encourage innovative thinking and the adoption of new practices.

• Team Development: Foster a culture of continuous learning and development.  Encourage team members to enhance their skills and capabilities.  Provide constructive feedback and recognition to improve performance and motivation.

• Strategic Decision-Making: Make informed strategic decisions that align with the organization's overall goals and objectives.  Use data and insights to guide decision-making processes.

• Conflict Resolution: Address and resolve conflicts in a timely, fair manner.  Foster an environment where differing opinions can be expressed without fear of retaliation.

• Stakeholder Management: Build and maintain strong relationships with all stakeholders, including team members, clients, and partners.  Ensure stakeholder needs are met while balancing the goals and resources of the organization.

• Risk Management: Identify potential risks and develop mitigation strategies.  Foster a culture of risk-awareness within the team.

• Performance Management: Regularly review and evaluate team performance.  Establish clear performance expectations and metrics.  Provide regular feedback and support to help team members excel.

REQUIRED SKILLS:

• Strong analytical skills with a detail-oriented mindset.

• Bachelor's degree preferred.

• Proven ability to execute strategic business initiatives through proactive, predictive, and reactive analysis.

• Experience in investigating operations performance trends and developing actionable insights backed by data and insights.

• Ability to work closely with operational leaders to identify trends.

• Track record of building a network of champions for effective execution, both in and outside the