Customer Service Manager

Job Summary:

We are seeking an experienced and dedicated Customer Service Manager & Hospital Delegate to lead our customer service team and enhance the patient journey at Cigna Saudi Arabia. The ideal candidate will be responsible for overseeing customer service operations managing relationships with healthcare providers and ensuring a seamless experience for patients throughout their healthcare journey.

Key Responsibilities:

1. Team Leadership:

- Lead and mentor the customer service team fostering a culture of excellence accountability and continuous improvement.

- Develop training programs and resources to enhance team performance and service delivery.

2. Customer Experience Management:

- Design and implement strategies to improve the overall patient experience ensuring timely and effective resolution of inquiries and issues.

- Monitor customer feedback and service metrics using insights to drive improvements in service quality.

3. Hospital Delegation:

- Establish and maintain strong relationships with hospitals and healthcare providers to facilitate effective communication and collaboration.

- Act as a key liaison between Cigna and healthcare partners ensuring alignment on patient care processes and standards.

4. Patient Journey Optimization:

- Map and analyze the patient journey to identify areas for improvement and implement initiatives that enhance patient engagement and satisfaction.

- Collaborate with internal teams to streamline processes and eliminate barriers that affect patient experience.

5. Reporting and Analysis:

- Prepare regular reports on customer service performance patient satisfaction and operational efficiency for senior management.

- Utilize data analytics to identify trends opportunities and challenges within customer service and patient interactions.

6. Compliance and Quality Assurance:

- Ensure compliance with regulatory requirements company policies and industry best practices.

- Implement quality assurance measures to maintain high service standards and adherence to the Cigna brand values.

Qualifications:

- Bachelors degree in Business Administration Healthcare Management or a related field; a Masters degree is a plus.

- Minimum of 8 years of experience in customer service management preferably in the healthcare sector.

Skills :

- Strong understanding of healthcare operations patient experience and hospital delegation processes.

- Excellent leadership communication and interpersonal skills.

- Proficiency in data analysis and reporting tools.

- Ability to work collaboratively in a fast-paced environment and manage multiple priorities.

What we Offer :

• Hybrid mode
• Flexibly
• International exposure
• Pleasant environment ( Cigna KSA got recently certified as Great Place to Work )
  

Working hours: As per KSA Labor Law

About The Cigna Group

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: for support. Do not email for an update on your application or to provide your resume as you will not receive a response.