The Senior Manager will have responsibility over Cigna's Provider Quality Talent Readiness strategy. The Talent Readiness Quality Practices team will be responsible for ensuring effective Onboarding across the Quality teams within Provider Readiness & Performance. The Talent Readiness team will aim to instill the right core values and knowledge from the point of onboarding. This team will understand where our knowledge gaps are and provide monitoring of KPI. Leads a team that supports and collaborates on External Client Audit, State Audits, and Compliance Audits. Regular employee engagement occurs; providing onboarding, development, content review, direction on business service strategy and delivery, as well as oversight of the auditor’s performance. Support and drive the business strategy for all quality programs. Provide industry leading training methods and technology. Works collaboratively with the global service partners; targets/KPI monitoring, capacity and output for quality programs. Responsible for relationship management with key matrix partners, facilitating meetings, and completing analysis of team’s results. Aligned to key projects and initiatives that drive expense reduction while improving claim accuracy, as well as the provider and customer service experience. Focus requires a balance between instructional design, onboarding & content, and sustainability oversight delivery and project assignments.

Principal Responsibilities:

• Provide strategic and tactical leadership and direction in achieving desired business objectives with respect to talent and institutional knowledge
• Partner with aligned business functional leaders in identifying, developing, and implementing local quality, productivity, and cycle time improvements
• Participate in team discussions with operational leadership teams in Claim Operations to identify and support process gaps, risks & opportunities for continued improvement
• Compile, prepare, and present to stakeholders and leadership analytical results with identification, quantification, and prioritization of opportunities
• In coordination with business partners, lead implementation and validation of improvements
• Provide constant, ongoing communication to ensure barriers/obstacles to quality/process improvement are removed and necessary support is always provided
• Manage 3-6 direct reports as well as an organization of 50-100 of quality reviewers

Preferred Qualifications:

• High School Diploma or G.E.D. required
• Bachelor’s Degree or equivalent work experience preferred
• 5+ years in leadership within a training capacity
• 5+ years’ in-depth experience in business operating environments including processes, data, tools, and systems required
• Background focus in quality, compliance or related field
• Demonstrated leadership capabilities; experience managing teams
• Strong demonstrated project management skills and expertise required
• High level of proficiency implementation processes and systems
• Ability to effectively communicate complex concepts and statistical results in an easily understandable presentation
• Ability to convert data analysis into actionable, measurable improvements
• Ability to design effective process measurement and control mechanisms to leverage metrics and data for optimal business performance
• Ability to apply appropriate decision and prioritization tools and facilitation techniques
• Self-directed and capable of leading a team of professionals within Service Operations / Operating Effectiveness and/or across matrix partner organizations
• Works effectively with larger groups from a wide range of organizations, as well as reporting out to senior executives
• Leads by example in technical expertise, high energy level, and can-do attitude
• Continually strives to improve own skills and competencies by demonstrating initiative to participate in ongoing coaching and training programs
• Demonstrated ability to produce and exceed desired results
• Demonstrated ability to see potential barriers, impacts to business operation based on business requirements and intent of projects
• Proven track record of effectively driving change through strong partnerships and engagement with matrix partners
• Demonstrated ability to collaborate and ability to develop and maintain effective relationships with individuals at various levels
• Minimal travel may be required

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an annual salary of 120,200 - 200,300 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group.

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 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.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.