As a Transition Manager you will be responsible to lead end‑to‑end transition of Healthcare BPO services from due diligence and knowledge transfer through OJT, Go‑live, hyper care, and steady‑state handover ensuring business continuity, regulatory compliance (HIPAA/PHI), and performance outcomes.

You’ll own the plan, governance, risk controls, and stakeholder communication to ensure compliance and SLA/KPI attainment during the migration. This role ensures compliance with Cigna requirements, regulatory standards and internal governance frameworks.

Your role will include:

Plan and Lead Transitions

• Develop the transition blueprint/plan: scope, milestones, dependencies, resource plan, baseline budget, RAID logs, and tollgates.
• Stand up governance cadences (Steer Co /PMO), maintain dashboards and variance reports; register and track transitions per standard methodology.
• Orchestrate cross-functional readiness across IT, HR, Training, Quality, and Compliance teams, ensuring go-live preparedness.

Due Diligence & Knowledge Transfer (KT)

• Lead discovery of process maps/SOPs, volumes, seasonality, application landscapes; execute shadow/reverse‑shadow KT plans until operational readiness is proven at tollgates.
• Codify workflows and harmonize processes in playbooks

Healthcare-Specific Execution

• Oversee knowledge transfer for various healthcare processes such as claims processing, enrollment, eligibility, customer service, rework of claims, payment posting and complaints.
• Ensure transitions align with healthcare quality standards and regulatory frameworks (e.g., HIPAA, GDPR).

Risk & Performance Management

• Monitor transition KPIs such as SLA compliance, error rates, and patient data accuracy.

• Proactively identify, assess, and mitigate risks; plan and run hyper care with clear burn‑down targets; ensure contingency, cutover, and BCP are in place.

• Escalate and mitigate risks promptly; maintain governance controls until operation is stable.

• Stakeholder Communication

• Serve as single point of contact for internal teams, managing expectations and progress updates.

• Ability to align cross‑functional teams and influence outcomes.

• Conduct transition checkpoints, tollgates, and post-mortem reviews; recommend improvements to the framework.

Documentation & Training

• Produce complete transition artifacts (process maps, SOPs, KT trackers, runbooks); coordinate training plans for healthcare operations; hand over to Operations with stabilized SLAs, staffing baseline, and QA scorecards.
• Conduct staff training sessions to ensure operations teams understand the Transition Methodology and approach

Your Abilities:

• Transition & PMO Rigor: Expert in planning, RAID, tollgates, KPIs, governance.
• Healthcare Domain Acumen: HIPAA/PHI, coding standards, payer/provider processes, RCM lifecycle.
• Analytical & Reporting: Advanced MS Project/Excel/PowerPoint/Visio; build dashboards, budget/effort trackers.
• Stakeholder Management: Strong client‑facing communication across time zones and functions.
• Change Leadership: Proven ability to stabilize operations, manage escalations, and embed continuous improvement.

Required Skills and Qualifications:

• Education: Bachelor’s in Business, Healthcare Administration, or related field; Master’s preferred.
• Experience: 10 years in BPO transitions/PMO; healthcare domain exposure (RCM, Claims, payer/provider back‑office) strongly preferred.
• PMO & Collaboration tools: MS Project, Excel, PowerPoint, Visio; Governance trackers/dashboards
• Certifications (preferred): PMP/PRINCE2, Lean Six Sigma, ITIL, HIPAA compliance
• US, UK Business Visa preferred and flexible to travel and work in multiple shifts

About The Cigna Group

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.