Job Overview
Location
United States Work at Home
Job Type
Full-time
Category
Data Science
Date Posted
June 14, 2026
Full Job Description
đź“‹ Description
- • Drive measurable improvements in Provider Call performance by identifying trends, uncovering root causes, and translating data insights into clear, actionable recommendations to enhance service quality and operational efficiency.
- • Partner with operations leaders and matrix teams to influence outcomes, reinforce standard work, and align coaching efforts with strategic performance goals across the Provider Call organization.
- • Lead and support virtual individual and group coaching sessions, huddles, calibration meetings, and development conversations to elevate team performance and foster continuous improvement.
- • Serve as a trusted subject matter expert for key initiatives and provider contact operations, collaborating with internal teams and Global Service Partners to ensure consistent execution and alignment.
- • Provide real-time chat and cross-platform support to deliver timely, accurate guidance on complex systems, workflows, and operational protocols.
- • Design, implement, and support new initiatives aimed at improving service quality, team impact, and operational efficiency within the Provider Call environment.
- • Monitor quality performance using reporting and analytics tools, documenting coaching activities and audit findings to generate actionable insights and track progress over time.
- • Utilize quality evaluation tools such as Verint to conduct assessments in strict alignment with established standards, metrics, and compliance requirements.
- • Foster a positive, service-focused culture by proactively identifying operational risks, anticipating future needs, and implementing proactive solutions to enhance team effectiveness.
- • Build and maintain strong, collaborative relationships with stakeholders across internal departments and external partner sites to ensure seamless coordination and shared accountability.
- • Work in a virtual, work-at-home environment with a schedule spanning Monday–Friday, 6:00 AM – 9:00 PM EST, with exact hours to be determined post-hire.
- • Maintain a reliable internet connection via cable broadband or fiber optic service with minimum speeds of 10 Mbps download and 5 Mbps upload to support virtual operations.
🎯 Requirements
- • High School Diploma or GED
- • 1+ year of Provider Call engagement or operations experience
- • Experience working in a virtual or work-at-home environment
- • Demonstrated analytical, critical thinking, and problem-solving skills, including root cause analysis and trend identification
- • Strong verbal and written communication skills with ability to adapt messaging to diverse audiences
- • Proven ability to coach, educate, and influence individuals and groups across varying levels of complexity
🏖️ Benefits
- • Annual salary range of $57,600 – $96,000 USD, based on experience and geographic location
- • Eligibility to participate in an annual bonus plan
- • Comprehensive health benefits including medical, vision, dental, and well-being/behavioral health programs starting on day one
- • 401(k) plan with company contribution
- • Company-paid life insurance
- • Tuition reimbursement
- • Minimum of 18 days of paid time off per year plus paid holidays
Skills & Technologies
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About The Cigna Group
The Cigna Group is a global health services company formed in 1982 through the merger of Connecticut General and INA Corporation. It provides medical, dental, disability, life and accident insurance, pharmacy benefit management, and behavioral health services to employers, individuals and government entities. Headquartered in Bloomfield, Connecticut, the company operates in over 30 countries and jurisdictions, serving more than 180 million customer relationships worldwide through its subsidiaries and affiliates.
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