As a Provider Call Coaching Senior Analyst, you play a critical role in elevating the provider experience. You bring insight, empathy, and data-driven thinking to help teams perform at their best while driving meaningful improvements in service quality, efficiency, and outcomes. This role blends analytics, coaching, and partnership to remove operational barriers and strengthen performance across the Provider Call organization.

Responsibilities

• Drive measurable improvements in Provider Call performance by identifying trends, uncovering root causes, and translating insights into clear, actionable recommendations.
• Partner closely with operations leaders and matrix partners to influence outcomes, reinforce standard work, and support strategic performance goals.
• Lead and support individual and group coaching sessions, huddles, calibrations, and development conversations in a virtual environment.
• Serve as a trusted subject matter expert for key initiatives, projects, and provider contact operations, collaborating with internal teams and Global Service Partners.
• Provide real-time chat and cross-platform support, ensuring timely, accurate guidance on advanced systems and workflows.
• Design, implement, and support new initiatives that enhance efficiency, service quality, and team impact.
• Monitor quality performance through reporting and analytics, documenting coaching and audit activities to enable meaningful insights.
• Utilize quality tools, including Verint, to complete evaluations in alignment with established standards and metrics, as needed.
• Foster a positive, service-focused culture by proactively identifying risks, anticipating future needs, and implementing solutions.
• Build strong, collaborative relationships with stakeholders across internal teams and partner sites.

Qualifications – Required

• 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 the ability to adapt messaging to diverse audiences.
• Proven ability to coach, educate, and influence individuals and groups across varying levels of complexity.
• Strong organizational skills with the ability to manage competing priorities and work independently with minimal oversight.

Qualifications – Preferred

• Associate’s or Bachelor’s degree.
• Previous healthcare experience
• Experience delivering virtual coaching or training across multiple operational roles.
• Advanced experience with multiple Lines of Business systems such as Proclaim, Dental, Facets, OneRx, or SAR.
• Knowledge and application of quality improvement methods and audit processes.
• Intermediate proficiency in Excel.
• Working knowledge of SharePoint, KnowledgeXchange, Word, PowerPoint, Teams/Webex, and Outlook.
• Strong relationship management skills with the ability to collaborate effectively across teams and partner organizations.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an annual salary of 57,600 - 96,000 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, click here.

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.