About Us
At Cigna Healthcare, we are committed to improving the health, wellbeing and peace of mind of those we serve.
As part of a integral 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 Role
The 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 Responsibilities
Act as a subject matter expert, managing and resolving complex and escalated provider inquiries
Provide day?to?day support and guidance to frontline teams to ensure consistent and accurate handling of queries
Support the Network Operations Lead with ad?hoc requests, operational queries, and team?related priorities
Act as a key escalation point for the team, offering direction and expert decision?making
Engage with US?based stakeholders to clarify queries, align on processes, and support decision?making
Help maintain consistency in processes and responses across the team




Support onboarding, training, and ongoing capability development of team members
Contribute to knowledge sharing and ensure team access to up?to?date information and guidance
Provide input and insights on recurring issues to support operational stability and team effectiveness
Requirements
Typically 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 decisions
Strong understanding of operational processes and customer/service delivery environments
Experience working with international stakeholders, ideally US?based teams
Strong communication skills with the ability to provide clear guidance and direction
Ability to work across teams in a fast?paced, matrix environment
Strong organisational and prioritisation skills
High attention to detail and quality
Advanced or native level of English (written and spoken) is essential
Spanish is a plus
Core competencies
Decision making & problem solving: applies sound judgement to resolve complex queries
Team support & collaboration: actively supports colleagues and contributes to team effectiveness
Stakeholder engagement: builds strong working relationships, particularly with US partners
Communication: clear, structured and confident in written and verbal interactions




Resilience & adaptability: able to manage shifting priorities and support the team in a dynamic environment
Accountability: takes ownership of queries, decisions and team outcomes
What We Offer
Permanent contract
Competitive salary and comprehensive benefits package
Hybrid working model
Opportunity to play a key role in supporting operational delivery and team effectiveness
Exposure to cross?functional and international stakeholders
Collaborative and supportive team environment
Ongoing learning and development opportunities
About Cigna Healthcare
Cigna 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: ****** for support.
Do not email ****** for an update on your application or to provide your resume as you will not receive a response.
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📌 Sme – Provider Inquiries (Madrid)
🏢 Cigna
📍 Madrid