Job Description
Role Summary
The Case Management Supervisor leads a team of case managers and/or health coaches who manage active case files. This role is responsible for team performance, quality, and customer satisfaction through the delivery of high-quality case management and coaching services. The supervisor partners across internal teams and external stakeholders (customers, providers, vendors, and claims payors) to support business initiatives and resolve service delivery issues.
- Key Responsibilities
- Lead, coach, and develop direct reports (case managers, coaches, and other clinical team members) through regular performance discussions, feedback, and career development planning.
- Monitor and manage performance against established key performance indicators (KPIs), quality standards, and applicable accreditation requirements (e.g., URAC, NCQA).
- Drive operational excellence 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 take corrective actions to meet objectives.
- Serve as an escalation point for service delivery concerns; support customer meetings, presentations, and audits as needed.
- Participate in projects, work groups, and committees; communicate progress, risks, and outcomes to leadership.
- Minimum Qualifications
- Active, unrestricted Registered Nurse (RN) license in a U.S. state or territory.
- Two (2) years of full-time equivalent direct clinical care experience.
- If directly supervising the case management process for three (3) years, holds a URAC-recognized case management certification
- Preferred Qualifications
- Experience leading teams in clinical operations, care management, or healthcare services (1–2 years preferred).
- Strong knowledge of case management and coaching programs.
- Excellent written and verbal communication skills, with the ability to present information to diverse audiences.
- Demonstrated ability to build collaborative relationships across internal teams and external partners.
- Experience supporting or participating in client meetings, presentations, and audits.
- Proficiency with Microsoft Word, Excel, and PowerPoint for reporting and presentations.
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.
For this position, we anticipate offering an annual salary of 92,100 - 153,500 USD / yearly, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus plan.
At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, .
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