Cigna Healthcare is seeking a Provider Relations Supervisor to join the Africa Provider Network Management team. In this role, you will lead the day-to-day management, engagement, and performance oversight of healthcare providers across Cigna Healthcare's African network.
You will supervise a team of Provider Relations professionals while serving as an escalation point for strategic provider relationships across hospitals, clinics, diagnostic centers, and specialist healthcare facilities. The role is responsible for ensuring providers deliver high-quality, cost-effective, and member-centric healthcare services while supporting operational excellence and network performance objectives.
Key Responsibilities
Team Leadership & People Management
- Supervise, coach, and develop a team of Provider Relations professionals across multiple African markets.
- Establish team objectives, performance metrics, and development plans aligned with organizational goals.
- Monitor team performance and ensure delivery of provider engagement, issue resolution, and relationship management activities.
- Provide guidance on complex provider escalations, service issues, and operational challenges.
- Foster a high-performing, collaborative, and customer-focused team culture.
Strategic Provider Relationship Management
- Oversee a portfolio of strategic healthcare providers across Africa.
- Build and maintain strong relationships with senior provider stakeholders, including hospital executives, medical directors, and finance leaders.
- Act as an escalation point for key provider accounts and critical network issues.
- Support the development and execution of provider engagement and relationship management strategies.
- Strengthen partnerships that enhance service delivery, operational efficiency, and provider satisfaction.
Provider Performance Management
- Monitor provider performance against operational, financial, and service-related KPIs.
- Analyze utilization trends, direct payment performance, turnaround times, quality indicators, and member feedback.
- Identify performance gaps and implement corrective action plans with providers and internal stakeholders.
- Drive continuous improvement initiatives focused on affordability, quality, and member experience.
- Ensure providers meet agreed service standards and contractual obligations.
Provider Engagement & Stakeholder Management
- Lead provider engagement activities designed to enhance collaboration and strengthen long-term partnerships.
- Manage provider escalations, complaints, and operational concerns, ensuring timely and effective resolution.
- Conduct regular governance meetings and business reviews with strategic providers.
- Gather provider feedback and communicate insights to relevant internal stakeholders.
- Promote provider participation in operational improvements, digital solutions, and strategic initiatives.
Provider Education & Change Management
- Support provider onboarding and integration into the Cigna network.
- Ensure providers understand Cigna's policies, procedures, digital solutions, and operational requirements.
- Drive adoption of new technologies, processes, and service enhancements.
- Communicate operational, contractual, and strategic changes affecting provider partnerships.
- Promote best practices and continuous improvement across the provider network.
Cross-Functional Collaboration
- Partner with Provider Operations, Clinical, Payment Integrity and Commercial teams to address provider needs and improve service delivery.
- Coordinate internal resources to support provider performance and relationship objectives.
- Support affordability initiatives, operational improvement programs, and market-specific projects.
- Facilitate resolution of complex provider and member issues requiring cross-functional collaboration.
Provider Visits
- Conduct regular provider visits, market reviews, and executive-level engagements across African markets.
- Assess provider operational capabilities, service quality, and member experience.
- Identify opportunities to strengthen relationships and improve provider performance.
- Represent Cigna at provider meetings, industry fora, and network events as required.
Qualifications & Requirements
- Degree qualification (BA/BSc/HND).
- Minimum 5 years of experience in Provider Relations, Provider Management, Healthcare Operations, Insurance, Healthcare Administration, or related fields.
- Minimum 2 years of people leadership or supervisory experience.
- Experience in healthcare, insurance, managed care, international health benefits, TPA, or assistance industry is preferred.
- Experience managing provider relationships across multiple African markets.
- Fluent English required; French strongly preferred (additional languages like Portuguese or Arabic are an added advantage).
- International mindset and ability to work effectively across diverse cultures and geographies.
- Availability to travel approximately 15–25% of the time.
