About usAt 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.About the roleThe 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.Key responsibilitiesAct as a subject matter expert, managing and resolving complex and escalated provider inquiriesProvide day-to-day support and guidance to frontline teams to ensure consistent and accurate handling of queriesSupport the Network Operations Lead with ad hoc requests, operational queries, and team-related prioritiesAct as a key escalation point for the team, offering direction and expert decision-makingEngage with US-based stakeholders to clarify queries, align on processes, and support decision-makingHelp maintain consistency in processes and responses across the teamSupport onboarding, training, and ongoing capability development of team membersContribute to knowledge sharing and ensure team access to up-to-date information and guidanceProvide input and insights on recurring issues to support operational stability and team effectivenessRequirementsTypically 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 decisionsStrong understanding of operational processes and customer/service delivery environmentsExperience working with international stakeholders, ideally US-based teamsStrong communication skills with the ability to provide clear guidance and directionAbility to work across teams in a fast-paced, matrix environmentStrong organisational and prioritisation skillsHigh attention to detail and qualityAdvanced or native level of English (written and spoken) is essentialSpanish is a plusCore competenciesDecision making & problem solving: applies sound judgement to resolve complex queriesTeam support & collaboration: actively supports colleagues and contributes to team effectivenessStakeholder engagement: builds strong working relationships, particularly with US partnersCommunication: clear, structured and confident in written and verbal interactionsResilience & adaptability: able to manage shifting priorities and support the team in a dynamic environmentAccountability: takes ownership of queries, decisions and team outcomesWhat we offerPermanent contractCompetitive salary and comprehensive benefits packageHybrid working modelOpportunity to play a key role in supporting operational delivery and team effectivenessExposure to cross-functional and international stakeholdersCollaborative and supportive team environmentOngoing learning and development opportunitiesAbout Cigna HealthcareCigna 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.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: SeeYourselfEMEA@cigna.com for support. Do not email SeeYourselfEMEA@cigna.com for an update on your application or to provide your resume as you will not receive a response.