Provider Relations Supervisor (18 Month Contract) - Express Scripts Canada

at  The Cigna Group

Express Scripts Canada’s (ESC) Provider Relations department is responsible for maintaining a robust network of healthcare providers (pharmacies, dental providers and extended health care providers) to support the integrity of healthcare claims adjudicated by ESC on behalf of ESC clients. Participating healthcare service providers submit electronic and paper claims to ESC on behalf of their patients, which are plan members of ESC’s insurance, Third Party Administration and Government clients. Provider management services include managing healthcare provider contracts, the registration of providers across Canada, and the maintenance of the ESC provider database as well as communication with these same providers.
Reporting to the Senior Provider Relations Manager, the Provider Relations Supervisor is responsible for the day-to-day leadership for the Provider Relations team located in both Mississauga and Montreal locations. The Supervisor provides leadership to the team in the following areas: teamwork, monitors and controls for oversight of service delivery, operational excellence, people development, performance management, change management, client service, and innovation.
The Supervisor provides support to internal and external clients, and to external health and dental providers, provider associations, professional colleges, pharmacy chains, software vendors, and third-party suppliers. The Supervisor will address urgent/escalated matters relating to provider registrations, contracts and maintenance of records, access to remittance statements and website services.
The Provider Relations Supervisor will ensure team adherence to ESC policies, client commitments, best practices and/or administrative processes for consistently meeting service delivery standards, which includes responding in a timely manner to both internal and external client and provider inquiries. This role will directly contribute to building a high-performance culture by continuous development of team and processes to drive value for ESC clients.
This is an 18 month, contract position.

QUALIFICATIONS:

• Minimum of 3-5 years’ experience in a supervisory/leadership role
• Experience in Group Benefits and/or Pharmacy Benefit Management
• Post-secondary diploma, degree or equivalent experience
• Excellent people management and leadership skills
• Ability to demonstrate leadership through effective mentoring and coaching of others to achieve results
• Fosters teamwork and partnerships across teams
• Excels at providing and receiving feedback in a constructive manner
• Manages and addresses performance issues to support employees achieve success
• Proven analytical and strategic thinking
• Strong problem solving, resiliency and decision-making skills
• Strong focus on client service
• Ability to identify opportunities and develop a plan to implement process improvements
• Excellent organization and planning skills
• Strong time management skills and ability to work under tight deadlines
• Ability to adapt and prioritize workload
• Strong presentation skills
• Occasional travel to Montreal will be required
• Excellent verbal and written communication skills
• Working knowledge of Microsoft Office suite of tools (Word, Excel, Outlook, Skype)
• French proficiency, both written and verbal, is considered an asset

• Provide day to day leadership and support to the Provider Relations team to achieve corporate and department strategic goals and objectives
• Work with the Senior Provider Relations Manager to develop and execute on initiatives that align with corporate goals/objectives and drive best outcomes
• Monitor and improve where necessary the tracking and operational controls to maximize ability to meet service standards and objectives for turnaround time and quality. Develop mitigation plans as required to proactively reduce risk and minimize impact to providers and internal/external clients
• Review and communication of monthly operational reports and visual dashboards to ensure visibility on current status of service delivery and insights on trends and patterns
• Using data driven insights on trends and patterns, provide recommendations on opportunities to streamline, automate and improve existing services
• Using the ESC corporate human resource tools, regular check-ins, weekly one-on-one discussions and day-to-day coaching, the Provider Relations Supervisor will actively support the development of skills and capabilities for team members to enable personal and business growth.
• Develop and execute training plans that will ensure team members are provided with the appropriate tools, including evergreen process documentation, to reach success in their roles including professional development career goals
• Prioritize workload and ensure the oversight and coordination of daily work assignments
• Manage and communicate with health and dental providers, associations, professional colleges, pharmacy chains, software vendors, third party suppliers and internal/external clients
• Develop and maintain cross functional relationships to support teams where there is a dependency related to Provider Relations business functions
• Ownership of applicable business processes and handling of special projects as assigned