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Long Term Capacity Planner - Operating Effectiveness Advisor

CategoryProject Management
Job typeFull-Time
CountryUnited States
Performs the capacity forecasting function for Claim. This requires managing the models for multiple claim functions at the skill level, with significantly diverse work types. Reviews and trends key metrics such as receipts, inventory, membership, attainment, barrier time, productivity, at work/on prod, attrition, volume mix, on-shore vs. off-shore and the respective staffing requirements. Reviews results with matrix partners on a weekly and monthly basis, providing strategic direction on how to best leverage the staff going forward, what their forecasted results are and provides recommendations on new hire needs, conversion skill needs and up-training needs. Understands skill sets, staff tenure, ramp time, and up-training requirements across functions and their impacts to resource needs, and is able to provide direction and solutions on how best to use staff in both excess and shortfall positions. Consistently ties their recommendations to the respective budget and financial impacts to the organization.


  • Requires solution-based strategic thinking to enable the business to operate as lean as possible without sacrificing quality or risking metric results (TTP, LPI, DMOH, etc.)
  • Complete monthly production cycle and analysis - reviewing and trending actuals; analyzing historical data and applying decision making skills to generate the most appropriate staffing forecast (takes into consideration excess/shortfall results and how best to leverage these to maximize financial position for the organization - TTP metrics, LPI impacts, overtime, etc.)
  • Support periodic capacity planning reengineering projects - improve existing models to allow for more effective business decisions regarding overall capacity; leverage business knowledge and relationships with functional leads to provide recommendations on how best to improve the modeling capabilities
  • Lead monthly operating reviews with functional leads and other key matrix partners - communicate monthly results and the respective impact to the forecast; review recommendations on how best to utilize excess/shortfall positions and agree on if adjustments are required to the forecast
  • Participate in capacity support meetings - hiring plans, inventory review, short-term touch points - leveraging capacity knowledge to bring any thoughts, concerns or recommendations to the table; challenge movement when it does not make sense
  • Participate in recurring team meetings and 1x1s

  • Drive change and influence individuals at all levels of the organization to take appropriate risks.


  • HS Diploma or equivalent required; Bachelor's degree preferred
  • 3+ years of relevant related work experience required
  • Experience in financial/budget planning or workforce management or 3+ years of experience with health care claim or customer service operations required
  • Expert proficiency in MS Excel; proficiency in Minitab, Access or other statistical or database experience or Visual Basic preferred
  • Ability to present complex data for multiple audiences in a clear and concise manner that facilitates clear and constructive dialog among matrix partners
  • Acute attention to detail, particularly with large volumes of claim and productivity data.
  • Strong communication skills, with the ability to collaborate with multiple matrix partners to help the organization understand forecasted and actual work volumes, productivity rates and staffing levels

About Cigna

Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation.

When you work with Cigna, you'll enjoy meaningful career experiences that enrich people's lives while working together to make the world a healthier place. What difference will you make? To see our culture in action, search #TeamCigna on Instagram.

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: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.
Employer091 Cigna Health & Life Ins. Co.

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