• Accountable for the end-to-end provider experience and overall service delivery for assigned Book of Business aligned to medium to low complex providers • Leads, collaborates, and supports local market direction as it relates to improving the provider experience • Creates and maintains individual provider strategic action plans • Proactively identify new opportunities and risks for providers at market or national level and drives resolution • Exercises good judgment and discretion to support the provider experience • Responsible for capturing, documenting, and sharing market intelligence; use market intelligence to develop and drive strategic improvements • External facing with providers in assigned BOB • Collect, analyze, interpret, translate and distribute provider informatics, reports, dashboards • Track and monitor performance guarantees for assigned BOB • Promotes Provider Index score improvement through proactive and effective service and support of network • Review provider reports/dashboard with individual providers • Proactively educate providers on Cigna's business objectives, standard operating procedures, policies and programs to influence behavior and how to work with Cigna • Serve as a provider advocate both internally and externally • Understands and applies service culture principles and methodology • Serves as a consultative role or subject matter expert to key matrix partners • Develops and participates in presentations to existing and prospective providers and/or clients • Serves as advocate in external community, representing CIGNA to medical societies and external provider associations • Manage joint operating committees, including agenda development, facilitating appropriate meeting participation and follow up activities