Customer Service Supervisor

About the role

Cigna Healthcare, a global health service company serving more than 180 million customers and patients, is hiring a Customer Service Supervisor in Riyadh. The supervisor leads a team of customer service representatives who handle and research customer and member inquiries and issues, and provides direction on policies, procedures, workflows, service quality and training needs.

Key responsibilities

• Lead and mentor the customer service team, foster a culture of excellence and accountability, and develop training programs and resources.
• Design and run strategies to improve the patient experience, resolve inquiries quickly and monitor feedback and service metrics.
• Build relationships with hospitals and healthcare providers and act as a liaison between Cigna and its partners.
• Map and analyse the patient journey and work with internal teams to streamline processes.
• Prepare regular reports on customer service performance, patient satisfaction and operational efficiency, and use data analytics to spot trends.
• Ensure compliance with regulations and company policies, and implement quality assurance measures.

Required profile

• Bachelor's degree in Business Administration, Healthcare Management or a related field; a Master's is a plus.
• 5 to 10 years of experience in customer service management, preferably in healthcare.
• Strong understanding of healthcare operations, patient experience and hospital delegation processes.
• Excellent leadership, communication and interpersonal skills.
• Ability to work collaboratively in a fast-paced environment and manage multiple priorities.

Required skills

• Proficiency in data analysis and reporting tools.
• Healthcare operations knowledge and patient experience management.