Client Service Operations Supervisor (Eligibility, Benefits, Contracts, Premium & Billing)

The Client Services Operations Supervisor, Global Health Benefits-Americas, is responsible for overseeing the daily operational activities of a team of Analysts within the Client Operations organization. You’ll work alongside the team to play a critical role in ensuring accurate and timeliness of client set up, contracts or enrollment processing which directly impacts customer access to care and benefit coverage.  For eligibility, responsible for managing client eligibility data, intake and processing, resolving data integrity issues, developing tools to ensure accurate and efficient eligibility loading, and coordinating with third-party vendors for seamless service delivery. For contracts, responsible to ensure team creates and maintains client policy, certificates, riders and amendments accurately and timely. For benefits, responsible to manage client installation for new business, renewals, maintenance and ensure accuracy and timeliness of inventory.

What You’ll Do:

•    Lead a team of Eligibility, Benefit or Contract Analysts, leveraging tools and active management to optimize productivity, service quality, and meet all performance metrics

•    Facilitate daily team huddles to assign tasks, balance workloads, provide direction, and remove barriers to meet deliverables

•    Collaborate with teams and managers to resolve escalated issues promptly, using data analysis to identify root causes and prevent recurrence locally and globally

•    Drive staff development through regular feedback, coaching, and growth-focused one-to-one and team meetings

•    Act as a departmental liaison, driving compliance and quality-focused continuous improvement initiatives that support business and eligibility team needs.

•    Collaborate with matrix partners to ensure timely and accurate resolution of escalations

•    Successfully guide the team through process transitions and peak operational periods

•    Support recruitment and onboarding processes to ensure a smooth and positive experience for new employees

Requirements:

•    High school diploma or GED required; bachelor’s degree preferred

•    1+ years of experience in leadership, management, or coaching, preferred

•    Skilled in building strong relationships and driving change through collaboration across all levels, preferred

•    Client-focused with strong interpersonal and influencing skills, proven ability to assess talent and personalities, and build effective relationships, preferred

•    Experienced in managing complex operational work units within a matrixed environment

•    Ability to manage multiple priorities while thriving in a collaborative, high-energy team environment

•    Effective communicator with strong written, oral, interpersonal, analytical, and listening skills
 

About The Cigna Group