SME - Provider Inquiries
External
Cigna · Madrid, SpainPrepare for this interview
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About the role
At Cigna Healthcare, we are committed to improving the health, wellbeing and peace of mind of those we serve. As part of a global healthcare leader, we continuously evolve our services and operations to deliver high-quality, customer-centric experiences. Our teams work collaboratively across regions and functions to maintain operational excellence and ensure the best possible outcomes for our customers and providers. The SME - Provider Inquiries plays a key role within the Provider Inquiries team, providing expert support on complex provider queries, with a particular focus on US processes, policies and systems. This role acts as a central point of expertise for the team, supporting day-to-day operations, resolving complex or escalated cases, and ensuring consistency in how inquiries are handled. It also provides ongoing support to the Network Operations Lead, helping manage ad hoc queries, operational challenges, and team-level support requirements. Working closely with internal stakeholders and frontline teams, the role ensures the team is well-supported, decisions are aligned, and high standards of quality and service are maintained.
Responsibilities
- Act as a subject matter expert, managing and resolving complex and escalated provider inquiries
- Provide day-to-day support and guidance to frontline teams to ensure consistent and accurate handling of queries
- Support the Network Operations Lead with ad hoc requests, operational queries, and team-related priorities
- Act as a key escalation point for the team, offering direction and expert decision-making
- Engage with US-based stakeholders to clarify queries, align on processes, and support decision-making
- Help maintain consistency in processes and responses across the team
- Support onboarding, training, and ongoing capability development of team members
- Contribute to knowledge sharing and ensure team access to up-to-date information and guidance
- Provide input and insights on recurring issues to support operational stability and team effectiveness
Requirements
- Typically 3-5 years' experience in a complex operational environment (Customer Service, Provider Inquiries, Claims or similar)
- Proven experience handling complex cases and making sound, balanced decisions
- Strong understanding of operational processes and customer/service delivery environments
- Experience working with international stakeholders, ideally US-based teams
- Strong communication skills with the ability to provide clear guidance and direction
- Ability to work across teams in a fast-paced, matrix environment
- Strong organisational and prioritisation skills
- High attention to detail and quality
- Advanced or native level of English (written and spoken) is essential
- Spanish is a plus
- Core competencies
- Decision making & problem solving: applies sound judgement to resolve complex queries
- Team support & collaboration: actively supports colleagues and contributes to team effectiveness
- Stakeholder engagement: builds strong working relationships, particularly with US partners
- Communication: clear, structured and confident in written and verbal interactions
- Resilience & adaptability: able to manage shifting priorities and support the team in a dynamic environment
- Accountability: takes ownership of queries, decisions and team outcomes
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