Coverage Review Operations - Director - Hybrid - Cigna

Coverage Review Operations provides a variety of clinical services that help health plans and pharmacy benefit managers protect patient health and safety and improve affordability while reducing unnecessary costs. The Director is responsible for the daily oversight and management of an expansive team (500+ FTEs) consisting of internal and onshore and offshore supplier representatives. This role is responsible for day-to-day operations in alignment with volume and channel forecasts balancing client Performance Guarantees and Service Level Agreements as well as helping to formulate and execute strategic operations roadmaps. This includes partnering with outsourced leadership to ensure that our Global Service Partners (GSP) are motivated and receive proper direction to achieve top performance against quality, operational efficiency, and adherence to policy, procedure, and defined process, delivering optimal provider and member experiences.

Primary Responsibilities

• Provides direction and is accountable for the execution of prior authorization reviews and direct member reimbursement claims in accordance with client benefit intent policies and regulatory requirements.
• Effectively communicates to team members with varying levels of Coverage Review and Direct Member Reimbursement subject matter expertise.
• Gathers insights and makes data-driven decisions while understanding future planning of the areas supported to ensure a true strategic partnership delivering to our most critical stakeholders.
• Owns operational results and outcomes.
• GSP management with accountability of various functions such as operational performance (quality, productivity), achievement of service level agreements, alignment of staffing models and training plans, and review/ reconciliation of monthly invoices.
• Accountable to continuously assessing Business Process Outsourcing (BPO)/GSP footprints both onshore and offshore, current/ future strategic relationships, and business continuity planning.
• Sets goals aligned to the Enterprise strategy and motivates a team of people with diverse skills, responsibilities, and geographic locations towards these goals.
• Ensures organizational alignment through cooperative development of individual and departmental objectives and provides individual, organizational, and global supplier partners feedback on performance on a continuous basis.
• Interacts with and influences senior leadership. Makes decisions that have a short to medium-term impact across the function as it relates to both our internal stakeholders and global service partners.
• Attracts, retains, and develops top talent.
• Provides strategic thought leadership and drives continuous improvement to advance provider and member experiences/ partnerships, leading to reduced expense and increased customer satisfaction.
• Identifies opportunities for process improvement and works with partners to implement.
• Provides insights into the creation of a multi-year people, process, and technology roadmap.

Key Qualifications

• Bachelor's Degree; Advanced degree strongly preferred.
• 8 plus years of relevant experience; to include experience developing and executing core operations functions and strategies.
• Experience with leading a large team overseeing broad scale operations with strong cross-functional partnerships (Global supplier partners/ BPOs, HR, workforce management, Account teams, technology, shared services such as quality, training, project management, etc.).
• Demonstrated effectiveness working in a highly matrixed organization.
• Ability to manage change, timelines, and balance multiple deadlines in a very fast-paced environment.
• Advanced problem-solving skills and ability to work collaboratively through complex matters with innovative solutions.
• A passion for employee engagement and leadership development.
• Strong business and financial acumen.
• Strong written and verbal communication skills, to interact effectively with all levels of management including executives, employees, customers, technology staff, and Global Service Partners.
• Considerable knowledge of and experience in managing day to day operations and staffing needs with the ability to prioritize multiple projects.
• General understanding of healthcare and health insurance businesses and regulatory/CMS guidelines.
• Ability to think and act strategically and proactively. Proven track record of success in senior leadership positions.
• Serves as an advocate and change agent, influences courageously at all levels of the organization.
• Anticipates internal stakeholder and external client needs, investigates the underlying cause(s), and identifies short- and long-term solutions.

CRITICAL LEADERSHIP COMPETENCIES:

• Delivers Results- Pushes team and cross functional partners to deliver needed results in tough circumstances and expedited timelines.
• Builds Effective Teams- Builds strong identity teams that apply their diverse skills and perspectives to achieve common goals.
• Manages Complexity- Makes sense of complex and sometimes contradictory information to effectively solve problems.
• Manages Ambiguity- Operates effectively and drives work forward even when things are not certain or there is no clear way forward.
• Collaborates- Quickly builds partnerships and works collaboratively with others to ensure progress.

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 129,400 - 215,600 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 and long term incentive 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.