Claims Senior Supervisor – International Healthcare
Location: CHSI, Bengaluru, India
Reporting to: Claims Manager / Associate Director
Role Level: Senior Supervisor
Experience Required: 8–12 years (International Healthcare Claims Operations)
Role Purpose
As aClaims Senior Supervisor, you will play a critical leadership role within the international healthcare claims operation. You will be responsible forday‑to‑day supervision of claims processing teams, ensuringaccuracy, turnaround time, compliance, and customer satisfaction across international markets.
You will lead a team of Claims Analysts/Processors (typically15–30 FTE), acting as the first line of leadership, performance management, and issue resolution. The role requires strong domain expertise, people leadership skills, and the ability to driveoperational discipline and continuous improvement in a regulated environment.
Key Responsibilities
1. Operational Delivery
- Superviseend‑to‑end claims processing activities across international healthcare products.
- Ensure adherence toSOPs, turnaround time (TAT), quality, and productivity targets.
- Monitor daily work queues, volumes, and ageing; proactively manage backlogs and risks.
- Ensure accurate claim adjudication in line withpolicy terms, benefit structures, and regulatory requirements.
- Escalate complex, high‑risk, or high‑impact issues to management with clear analysis and recommendations.
2. Quality Compliance
- Ensure compliance withinternal controls, audit requirements, data privacy standards, and regulatory guidelines.
- Conduct regularquality reviews, identify error trends, and implement corrective actions.
- Support internal and externalaudits, responding to findings and driving closure of action items.
- Reinforce strong documentation and process adherence within the team.
3. People Leadership
- Lead, coach, and motivate a team of Claims Processors/Analysts.
- Set clear performance expectations and conductregular performance reviews and feedback sessions.
- Identify training needs and support onboarding, upskilling, and cross‑training initiatives.
- Build a culture ofaccountability, collaboration, and continuous improvement.
- Support succession planning by developingfuture team leads and supervisors.
4. Performance Management Reporting
- Track and analyseproductivity, quality, SLA, and TAT metrics at individual and team levels.
- Prepare and presentdaily/weekly operational reports and dashboards.
- Use data to identify trends, root causes, and improvement opportunities.
- Drive action plans to address performance gaps and sustain improvements.
5. Process Improvement Change Support
- Identify opportunities to improveprocess efficiency, accuracy, and customer experience.
- Participate inprocess improvement, automation, and standardisation initiatives.
- Support implementation of new products, processes, tools, and system changes.
- Act as a change champion, ensuring smooth adoption within the team.
6. Stakeholder Collaboration
- Work closely withManagers, Quality, Training, Technology, and Onshore Stakeholders.
- Provide timely updates on operational performance, risks, and dependencies.
- Support effective communication and coordination across teams and functions.
Your Profile
Experience
- 15 years of experience ininternational healthcare claims operations.
- At least 10 years in aTeam Lead or Supervisory role managing claims teams.
- Strong understanding ofinternational healthcare policies, benefit structures, and adjudication rules.
- Proven experience managinghigh‑volume, SLA‑driven operations.
Skills Capabilities
- Strong working knowledge ofclaims adjudication, quality standards, and compliance requirements.
- Hands‑on experience withclaims systems and workflow tools.
- Good analytical skills with the ability to interpret operational data and trends.
- Proficient inExcel and reporting tools.
- Effective communicator with the ability to provide clear guidance and feedback.
- Strong problem‑solving and decision‑making skills.
- Ability to manage multiple priorities in a fast‑paced environment.
Behavioural Attributes
- Results‑oriented with a strong sense of ownership and accountability.
- Calm under pressure and capable of managing operational challenges.
- Collaborative, approachable, and people‑focused.
- Open to change with a continuous improvement mindset.
- High integrity and commitment to quality and compliance.
Key Competencies
- Team leadership and people development
- Operational execution discipline
- Quality and compliance focus
- Data‑driven performance management
- Problem solving and root‑cause analysis
- Stakeholder collaboration
- Adaptability and change support
About The Cigna Group
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
