Description
We are seeking a Customer Service Supervisor to lead and mentor a team of customer service representatives at Cigna Healthcare's Riyadh location.
The successful candidate will be responsible for:
- Leading and mentoring the customer service team to foster a culture of excellence, accountability, and continuous improvement
- Developing training programs and resources to enhance team performance and service delivery
- Designing and implementing strategies to improve the overall patient experience, ensuring timely and effective resolution of inquiries and issues
- Monitoring customer feedback and service metrics to drive improvements in service quality
- Establishing and maintaining strong relationships with hospitals and healthcare providers to facilitate effective communication and collaboration
- Mapping and analyzing the patient journey to identify areas for improvement and implementing initiatives to enhance patient engagement and satisfaction
- Preparing regular reports on customer service performance, patient satisfaction, and operational efficiency for senior management
- Utilizing data analytics to identify trends, opportunities, and challenges within customer service and patient interactions
- Ensuring compliance with regulatory requirements, company policies, and industry best practices
- Implementing quality assurance measures to maintain high service standards and adherence to the Cigna brand values
The ideal candidate will have:
- A Bachelor's degree in Business Administration, Healthcare Management, or a related field; a Master's degree is a plus
- 5-10 years of experience in customer service management, preferably in the healthcare sector
- 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