Cigna
Medicare Complaints (CTM) Senior Supervisor - Cigna Healthcare - Remote (Finance)
Customer Service Senior Supervisor-Medicare
The Government Business CTM (Complaint Tracking Module) Complaint Resolutions Senior Supervisor is a leadership role within the Cigna Medicare Customer & Client Service Experience (CCSE) Organization reporting to the manager of CTMs. This role will support the Medicare Advantage line of business by directly supervising the CTM team. The primary responsibilities of this role are to oversee the daily activities of the CTM team to ensure that compliance, internal operating metrics, and employee engagement standards are achieved, to drive continuous improvement within the department, and to partner with other functional areas to resolve complaints and optimize the overall customer experience. This role will require the candidate tosupervise and motivate a team of people with diverse skills, responsibilities and geographic locations, and oversee reporting data to help us drive down complaints. This role will coordinate with matrix partners (e.g. vendors, compliance, Cigna operations) to ensure timely resolution of CTM complaints. This role supervises the daily activities of the CTM Analysts who are responsible for the research and resolution of complex and/or escalated member/provider issues (CTM complaints) received from The Centers for Medicare and Medicaid Services (CMS), Department of Insurance (DOI), Congressional offices, and escalated executive level inquires. This role is also responsible for supervising the CTM Review Team Analysts who are responsible for assigning work, quality monitoring, and reporting. This role provides direction and guidance regarding policies, procedures, workflows, quality, and training needs. Responsible for monitoring internal and regulatory standards.
Responsibilities
Qualifications
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 57,800 - 96,400 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 Cigna Healthcare
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.
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.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.