Job Overview
As an SME you will support Supervisor and Senior Supervisor in your relevant process. Key to the role will be building and maintaining an in-depth knowledge of part of the process to continuously improve the processes and share that knowledge to deliver a high quality customer-centric service offering.
Responsibilities
- Build and maintain deep knowledge of your process.
- Become an expert user of the tools within the team and partner set-ups.
- Act as the organizational ambassador for your knowledge area within the team and wider organization.
- Serve as the go-to person for questions on your area of expertise.
- Represent the process/organization in enterprise-wide projects, stakeholder meetings, or act as relationship manager towards internal/external strategic partners or trainer.
- Proactively identify improvement/enhancement opportunities and share ideas for innovation in business processes.
- Provide excellent service to Providers, Members and Clients.
- Participate in a culture of continuous improvement.




- Review available documentation on the knowledge management tool.
- Create new documents and amend existing ones according to business needs; remove obsolete documentation.
- Take ownership of escalated cases and provide updates to the Supervisor.
- Resolve issues in your area of expertise and proactively address or elevate risks.
- Develop and maintain proactive, effective business relationships internally, externally and with BPO partner to ensure seamless delivery of service.
- Provide on-site training and support for new hires.
- Support the financial verification of the team, including approval of manual payments.
- Support quality audits (financial verification and extra verification) with focus on financial and procedural accuracy company KPIs.
- Document findings, share them with the supervisor and discuss corrective actions at individual and team level.
- Provide training on specific topics, lead training organization and coordination.

📌 IOH Provider Claims SME (España)
🏢 Cigna Health And Life Insurance
📍 España