Senior Supervisor Appeals Team

The job profile for this position is Operations Senior Supervisor, which is a Band 3 Management Career Track Role.

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Position Summary

The Senior Supervisor Leads a Dental Appeals team with full accountability for technical accuracy, quality, and operational performance in a high‑volume, transactional environment. Oversees daily workflow, staffing, and scheduling while ensuring appeals are processed in accordance with contractual benefits, clinical guidelines, regulatory requirements, and company policy. Provides strong people leadership, drives performance through data and KPI management, and partners cross‑functionally to deliver service excellence and continuous improvement.

Responsibilities

• Lead and manage daily operations for a team of Dental Appeals Processors, ensuring accuracy, quality, productivity, and service commitments are met.
• Direct workflow, staffing, and capacity planning in partnership with resource management and short‑ and long‑term planning teams.
• Drive performance through active use of KPI tools and Management Operating System (MOS) resources, with a target of 100% accuracy.
• Develop, coach, and mentor direct reports and supervisors to strengthen technical expertise, leadership capability, and engagement.
• Communicate organizational strategies clearly and consistently, reinforcing accountability and desired behaviors in a virtual environment.
• Identify operational gaps, remove barriers, and lead change initiatives to improve efficiency, quality, and customer outcomes.
• Collaborate with matrix partners to ensure compliance with policies, procedures, and performance standards.
• Partner with HR on workforce planning, recruitment, performance management, compensation planning, employee relations, and development.
• Support financial objectives by managing expenses while meeting customer and operational commitments.
• Promote an inclusive, diverse, and respectful work environment.
• Stay current on external healthcare and regulatory changes and adjust operations as needed.
• Lead or participate in projects and initiatives supporting service and operational excellence.

Qualifications

• High School Diploma or GED required. Bachelor’s degree preferred.
• 2 years of Cigna Appeals Supervisory experience required.
• 2 years of people leadership experience, including use of KPI and performance management tools highly preferred.
• Proven ability to lead, develop, and motivate teams in a performance‑driven environment.
• Strong customer focus with a deep understanding of quality and compliance expectations.
• Excellent communication, interpersonal, and change leadership skills.
• Demonstrated experience driving process improvements and leading operational projects.
• Strong time management and prioritization skills.

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.

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.

Please note that you must meet our posting guidelines to be eligible for consideration.  Policy can be reviewed at this link.

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