Experienced Grievance Customer Service Team Lead - Cigna Healthcare Medicare Medicaid Grievances - Remote USA

Join Cigna Healthcare as a Grievance Customer Service Associate Analyst (Team Lead) and Drive Excellence in Healthcare Customer Service

Cigna Healthcare, a division of The Cigna Group, is a leading advocate for better health through every stage of life. We're on a mission to guide our customers through the healthcare system, empowering them with the information and insight they need to make informed decisions about their health and vitality. As a pioneer in the healthcare industry, we're committed to delivering exceptional customer experiences and driving growth while improving lives.

About the Role

We're seeking an experienced Grievance Customer Service Associate Analyst (Team Lead) to join our remote team in the USA. As a Team Lead on our Grievance team, you'll oversee the execution and performance of our team, providing guidance, instruction, direction, and leadership to ensure we achieve our key results. You'll be responsible for managing a team of Grievance Coordinators, driving productivity, and ensuring compliance with CMS regulations and Cigna's internal health plans policies and procedures.

Key Responsibilities

• Manage a team of Grievance Coordinators, providing coaching, counseling, and feedback to ensure they meet productivity and quality goals.
• Deliver training to employees as needed, ensuring new hires have the necessary tools and training to excel in their roles.
• Ensure Grievance Coordinators expedite timely requests for information and resolve cases within CMS guidelines.
• Make critical decisions in support of the business, leveraging your expertise in Medicare and Medicaid managed care environments.
• Interpret CMS regulations and policies, ensuring our team stays up-to-date on the latest developments.
• Communicate effectively with colleagues, ensuring seamless hand-offs and pick-ups of work.
• Drive production and quality goals, monitoring team performance and reporting results to the management team.

Essential Qualifications

• Bachelor's or associate degree in a related field; or a high school diploma with relevant experience.
• 2+ years of experience in a Medicare or Medicaid managed care environment, investigating and resolving grievances.
• Experience in clinical practice, with a background in appeals and grievances, claims processing, utilization review, or utilization management/case management.
• Strong written and verbal communication skills, with the ability to work independently on multiple computer applications, including Microsoft Word and Excel.
• Demonstrated ability to manage large caseloads and work effectively in a fast-paced environment.

Preferred Qualifications

• Experience in a leadership or supervisory role, with a proven track record of driving team performance and productivity.
• Knowledge of CMS regulations and policies, with the ability to interpret and apply them in a fast-paced environment.
• Excellent analytical and problem-solving skills, with the ability to make informed decisions.

Skills and Competencies

To succeed in this role, you'll need to possess excellent communication and interpersonal skills, with the ability to work effectively with colleagues and stakeholders. You'll need to be highly organized, with the ability to manage multiple priorities and deadlines. A strong analytical mindset, with the ability to interpret data and make informed decisions, is also essential.

Career Growth Opportunities and Learning Benefits

At Cigna Healthcare, we're committed to helping our employees grow and develop in their careers. As a Team Lead on our Grievance team, you'll have opportunities to develop your leadership skills, gain expertise in Medicare and Medicaid managed care environments, and expand your knowledge of CMS regulations and policies. You'll also have access to comprehensive training and development programs, designed to help you succeed in your role.

Work Environment and Company Culture

As a remote employee, you'll enjoy the flexibility and autonomy to work from home, while still being connected to our team and culture. We're committed to fostering a collaborative and inclusive work environment, where everyone can thrive and contribute to our mission. Our company culture is built on a foundation of integrity, respect, and empathy, and we're dedicated to supporting the well-being and health of our employees.

Compensation, Perks, and Benefits

We offer a competitive hourly rate of $17-$26 per hour, depending on relevant factors, including experience and geographic location. You'll also be eligible to participate in our annual bonus plan, and enjoy a comprehensive range of benefits, including:

• Medical, vision, and dental insurance
• Well-being and behavioral health programs
• 401(k) with company match
• Company-paid life insurance
• Tuition reimbursement
• Paid time off and holidays

Conclusion

If you're a motivated and experienced professional looking to drive excellence in healthcare customer service, we encourage you to apply for this exciting opportunity. As a Team Lead on our Grievance team, you'll play a critical role in shaping the customer experience and driving business results. Join us at Cigna Healthcare and be part of a team that's dedicated to making a difference in the lives of our customers.

Equal Employment Opportunity

Cigna Healthcare is an equal employment opportunity employer, committed to diversity and inclusion. We welcome applications from qualified candidates, regardless of their background, culture, or identity.

Reasonable Accommodation

If you require reasonable accommodation in completing the online application process, please email [email protected] for support.