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Provider Relation analyst

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Healthcare
  • Madrid
    Remote

AI generated summary

  • You need 1-2 years of relevant experience, bilingual in English/Spanish, strong analytical skills, exceptional relationship management, and proficiency in MS Office. Travel up to 10% required.
  • You will manage provider onboarding, education, relationship maintenance, operations monitoring, and communication, ensuring a smooth partnership and continuous service improvement.

Requirements

  • If internal 1 years of Cigna experience, relevant experience in other functions/companies, and a strong performance track record.
  • If external, at least 2 years of experience in Operations, Data analysis, Marketing/Communications or Relationship Management, with operational and customer/provider-facing experience profile.
  • Proficient in English and Spanish; additional language is a plus (preferred languages: German, Portuguese)
  • Strong analytical and problem-solving skills.
  • International mind-set able to work remotely with colleagues, partners and providers across the globe.
  • Striving for excellent service to our members, clients and providers is part of your DNA.
  • Strong can-do attitude, and high qualification in relationship management, including a broad understanding of multicultural behaviors.
  • Action-orientated problem-solving attitude
  • Excellent organization, planning and prioritization skills to meet deadlines.
  • Experience in complaint management - with a proven track record in improving customer service standards.
  • Ability to assess the situation/issue, carry out appropriate research, gather the relevant data and provide constructive feedback on the outcome.
  • Accountability – to assume ownership for achieving personal results and to contribute for collective team goals.
  • Excellent communication skills – verbal, written and presentation.
  • Be a positive role model and be able to work independently and in conjunction with co-workers of all levels.
  • Experience interpreting data, drafting reports.
  • Strong practical knowledge of MS Office applications, including Excel.
  • Availability to travel 10% of your time (estimation)

Responsibilities

  • Accountability to enable an effective and efficient collaboration with health providers to deliver a best-in-class customer experience through the partnership with our providers.
  • Secure a smooth on-boarding and day-to-day operational maintenance of provider relationships.
  • Conduct all aspects of health care professional education for existing and newly contracted health care professionals as pertinent in the region to remove potential roadblocks preventing a successful partnership, including but not limited to:
  • Overview of member identification and eligibility process
  • Claims submission.
  • Cigna operating model
  • Training in legacy portal and on-board of selected providers into new provider portal
  • Manage the ongoing relationship and handling day-to-day operations directly with health care providers, including the follow up, negotiation and resolution of potential complaints, escalations, suspensions or threats.
  • Responsible to enable an effective and efficient collaboration with health providers through monitoring and analysing the Operations KPIs, the results of the reconciliation of the accounts and others to provide a comprehensive support on their interpretation and assurance of further follow up if needed.
  • Strive for continuous service improvement via analyses of root causes and proactive implementation of initiatives driven by outcome obtained through data and feedback gathered through reconciliation results, complaints or other sources, continuous service delivery improvement through BAU collaboration with different teams.
  • Active communication and prompt follow up combined with regular meetings with your dedicated health care providers.
  • Provide consolidated feedback to PSO management team
  • Manage continuous improvement and maintenance of provider communications channels taking into consideration the local habits and practices.
  • Proactive education to providers on the way to work with Cigna, including the roll out of new processes.
  • Conduct provider visits as applicable

FAQs

What is the main responsibility of a Provider Relations Analyst?

The main responsibility is to manage the relationship with Health Care Providers in the Europe and Americas network, ensuring effective collaboration and a best-in-class customer experience.

What qualifications are necessary for external candidates applying for this role?

External candidates should have at least 2 years of experience in Operations, Data analysis, Marketing/Communications, or Relationship Management, along with operational and customer/provider-facing experience.

Which languages are required for this position?

Proficiency in English and Spanish is required, and knowledge of additional languages such as German or Portuguese is a plus.

What skills are essential for success in this role?

Strong analytical and problem-solving skills, excellent organization and planning abilities, effective communication skills, and a can-do attitude in relationship management are essential.

Is prior experience with Cigna required for this position?

If you are an internal candidate, at least 1 year of experience with Cigna is required, along with a strong performance track record in other relevant roles.

What is the expected travel requirement for this role?

The position requires an estimated 10% travel time.

What types of healthcare professionals will the analyst be working with?

The analyst will be working with healthcare providers such as hospitals and clinics, focusing on managing partnerships and facilitating their interaction with Cigna.

How does the role contribute to service improvement?

The role involves striving for continuous service improvement through analysis of root causes, proactive implementation of initiatives, and collaboration with various teams to enhance service delivery.

What type of education will the analyst provide to healthcare providers?

The analyst will conduct education sessions covering processes such as member identification and eligibility, claims submission, and navigating the Cigna operating model.

What kind of background is beneficial for this position?

A background in Operations, Data Analysis, Marketing/Communications, or Relationship Management, particularly in a healthcare setting, is beneficial for this role.

Science & Healthcare
Industry
10,001+
Employees

Mission & Purpose

The Cigna Group is a global health company committed to creating a better future built on the vitality of every individual and every community. We relentlessly challenge ourselves to partner and innovate solutions for better health. The Cigna Group includes products and services marketed under Cigna Healthcare, Evernorth Health Services or its subsidiaries. The Cigna Group maintains sales capabilities in more than 30 countries and jurisdictions, and has more than 190 million customer relationships around the world.