[Hiring] Nurse Case Management Supervisor @Cigna Healthcare

Role Description

Provides high-level oversight, day-to-day guidance, coaching team members, resolving escalated issues, managing conflict resolution, and supporting the consistent achievement of performance goals. This role is accountable for team performance, quality, customer satisfaction, and the delivery of high-quality case management and coaching services.

• Lead, coach, and develop direct reports, including case managers, health coaches, and other clinical team members.
• Manage day-to-day team activities and provide guidance, feedback, conflict resolution, and support for escalated issues.
• Monitor and evaluate performance against established key performance indicators, quality standards, financial targets, and applicable accreditation requirements, including URAC and NCQA.
• Conduct regular performance discussions and support compensation decisions through the performance evaluation process.
• Promote career development through coaching, mentoring, continuing education, and succession planning.
• Drive operational results by using available tools and resources to improve service delivery, outcomes, and team effectiveness.
• Collaborate with matrix partners to develop work plans, remove barriers, and implement corrective actions to meet business objectives.
• Align team priorities with the Strategic Business Plan and support corporate, customer, product, and business initiatives.
• Lead or participate in projects, work groups, national teams, and committees; communicate progress, risks, and barriers to leadership.
• Serve as a liaison and escalation point between frontline staff, customers, and internal matrix partners.
• Resolve service delivery concerns, respond to customer requests, and ensure adherence to customer-specific requirements.
• Support customer meetings, presentations, visits, and audits for current and prospective clients.
• Build and maintain productive relationships with internal teams and external stakeholders.
• Maintain clinical knowledge and provide coaching informed by clinical expertise.
• Partner with quality teams to identify improvement opportunities and implement appropriate actions.
• Support corporate and national quality and certification initiatives, including URAC and NCQA.
• Communicate changes in customer requirements, service delivery protocols, and business processes to staff.
• Recruit and hire qualified case managers, health coaches, and other team members.
• Demonstrate inclusive leadership and cultural sensitivity across diverse teams and customer populations.

Qualifications

• Active, unrestricted Registered Nurse (RN) license in a U.S. state or territory.
• High-performing candidate with current proven track record in a supervisor role.
• Intermediate technical proficiency and sound judgment are required.
• Knowledge of case management and health coaching programs.
• Excellent written and verbal communication skills.
• Demonstrated leadership ability, strategic thinking, and sound judgment in decision-making.
• Working knowledge of quality management principles, standards, and continuous improvement processes.
• Ability to collaborate across teams and build effective relationships with internal and external stakeholders.

Requirements

• One to two years of leadership or management experience in clinical operations, care management, or healthcare services.
• Experience partnering with sales teams and external consultants to support client relationships or business development.
• Experience supporting or participating in clinical audits, customer presentations, or client visits.
• Experience with staff training, onboarding, professional development, or succession planning.
• Knowledge of benefit plan design, insurance operations, claims processing, or healthcare benefits.
• Strong analytical, organizational, research, negotiation, and time-management skills.
• Experience leading or contributing to process improvement initiatives.
• Ability to succeed in a fast-paced, changing business environment.

Benefits

• Comprehensive range of health-related benefits including medical, vision, dental, and well-being and behavioral health programs.
• 401(k) plan.
• Company paid life insurance.
• Tuition reimbursement.
• A minimum of 18 days of paid time off per year.
• Paid holidays and leaves of absence.

Company Description

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.