Provider Relations Experience Manager - Southern CA Market

Cigna Glendale , CA 91206

Posted 3 weeks ago

  • The incumbent must geographically reside near Glendale, CA or San Diego, CA*

This position is a high functioning role with account management and strategic planning responsibilities for a specific Provider Book of Business (BOB). The book of business will be composed of high complexity providers located in key markets or geographic areas including national and regional provider systems, provider T1 CACs (20,000+ aligned members), hospital verticals, DSA and other value based provider partnerships. The role is accountable for the overall Provider Experience by working in collaboration with a dedicated cross functional service team to drive on-going service improvements, understand, articulate and resolve service impacts, and drive the overall provider strategic planning solutions. This individual is empowered to make decisions as it pertains to the provider experience with CIGNA, is required to have local market knowledge and visibility, builds annual service strategic plans to continuously improve the service relationship between CIGNA and key market Providers.

Provider Relationships/Service

  • Accountable for managing the external end-to-end provider experience for assigned Book of Business Responsible for the overall service delivery related to problem resolution, accounts receivable, education, and communication for assigned Health Care Professional Book of Business (BOB)

  • Creates, maintains, and responsible for individual Provider strategic plans

  • Accountable for end-to-end management and execution of corrective action plans - strategic and administrative - for assigned BOB

  • Proactively identify service opportunities and risks for providers at market or national level and champion resolution, both internally and externally

  • Participate in local professional associations/organizations, as needed to support market initiatives

  • Review and deliver provider reports/dashboard to individual HCPs

  • Proactively educate and influence providers on CIGNA's business objectives, standard operating procedures, policies and programs

  • Set and manage expectations both internally and externally related to BOB

  • Ensures timely execution of compliance with CIGNA standards for HCP's in assigned BOB

  • Identifies provider education opportunities and provides proactive training on a continuous basis

  • Supports development and participates in presentations to existing and prospective providers and/or clients

  • Serves as advocate in the external community, representing CIGNA to medical societies and external provider associations, as necessary to support market initiatives

  • Convenes and participates in physician and administrative focus/advisory groups

  • Manage and coordinate Joint Operating Committees (JOC), including agenda development, facilitating appropriate meeting participation, preparation, and follow up activities

  • Manage and coordinate Collaborative Accountable Care Joint Operating Committees including agenda development, facilitating appropriate meeting participation, preparation, and follow up activities

  • Facilitates provider education and discussion on products, quality initiatives, disease management programs, joint ventures, etc.

  • Serves as role model and coach for peers and drives advancement of regional and national provider service initiatives

Internal Liaison

  • Leads, collaborates, and provides direction to the Service Management team as it relates to improving the HCP experience

  • Provides matrix partner direction regarding overall service objectives and assignments as defined in strategic plan to assigned BOB

  • Responsible for capturing, documenting, and sharing market intelligence; using market intelligence to develop and drive strategic improvements

  • Serve in a consultative role or subject matter expert to key matrix partners and peers

  • Identify opportunities, participates and provides insight to projects or process improvement initiatives

Provider data analysis

  • Responsible for coordinating, directing, and implementing Service Experience Review (SER) as defined by the SER strategy

  • Collect, analyze, interpret, translate and distribute provider informatics with Account Management team, developing and driving collaborative opportunities to improve the provider experience

  • Track and monitor internal metrics, service performance, and performance guarantees for assigned BOB


  • 8-10 years of experience in provider relations or account management/account services or equivalent experience within the health care industry

  • Bachelor's degree highly preferred, or equivalent work experience

  • Exceptional relationship-building and account management skills

  • Understanding of medical insurance products and associated provider issues

  • Demonstrated ability to develop and maintain strong working relationships with matrix partners in organizations; ability to leverage matrix resources to drive deliverables

  • Demonstrated excellent oral, written, interpersonal, presentation, analytical, and persuasive skills

  • Demonstrated planning/organizational skills; ability to plan for both the long and short term; ability to work on many issues at once and to prioritize work

  • Ability to use PC software and multiple CIGNA systems.

  • Some travel required

About Cigna

Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation.

When you work with Cigna, you'll enjoy meaningful career experiences that enrich people's lives while working together to make the world healthier place. What difference will you make? To see our culture in action, search #TeamCigna on Instagram.

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 an accommodation based on your physical or mental disability please email: Do not email for an update on your application or to provide your resume as you will not receive a response.

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Provider Relations Experience Manager - Southern CA Market