Charie N. Dickinson
Coatesville,USA
Summary
Results-driven Senior Manager with expertise in developing and implementing strategic improvements to drive business growth. Proven leader in optimizing processes and enhancing cross-functional collaboration. Committed to continuous professional development and operational excellence.
Overview
28
28
years of professional experience
Work History
Operating Effectiveness - Senior Manager
Cigna Global Health Benefits
Remote
10.2023 - 01.2026
- Lead the Partner Management vertical in the International Health Delivery Services (IHDS) Business Excellence organization. Focus on establishing clarity and governance around partnerships that are critical for the success of the IH business.
- Developed a comprehensive partner management governance program for IH partnerships.
- Coordinated with Global Procurement and Third-Party Management, Legal/Compliance, Finance and the wider business leadership teams to define the right relationship ownership, controls, processes and success measures for critical partnerships.
- Provided visibility into all partnerships leveraged by Cigna International Health (IH), providing oversight into the health of the full portfolio on a frequent basis.
- Established standardized onboarding processes and recommendations for new partnerships, incorporating KPIs and controls to enhance effectiveness.
- Monitored partnership portfolio through scorecards and risk profiles, implementing escalation mechanisms for sponsors or business owners.
- Managed stakeholder relationships and expectations, utilizing strong communication, negotiation, and influencing skills.
- Established appropriate governance forums to identify and/or resolve emerging risks.
- Ensured IT, security, financial and compliance remediation actions were completed by third-party vendors monthly/quarterly/annually.
- Hosted or participated in quarterly overall business reviews related to prioritized vendors/partners to ensure both tactical strategic objectives were being met.
- Collaborated with business owners and external business entities for data collection and vendor assessments.
- Partner with global leaders to ensure consistency in customer and employer experience across all regions and geographies.
- Manage a team of senior analysts tasked with implementing the department vision.
Network Operations Leader/Chief Product Owner
Cigna
01.2019 - 01.2023
- Led CignaLinks Network Operations team, driving effective collaboration and performance.
- Oversaw B2B data feed integrity for electronic claims and eligibility data exchange, implementing improvements to enhance transmission accuracy.
- Directed Operations team in addressing inquiries from clients, partners, providers, and internal stakeholders about electronic eligibility and claims data exchange.
- Communicated, influenced and drove business outcomes with department leaders in Technology, Operations, Network, Sales/Client Management (All Regions).
- Developed the workflows and process/procedure within the CignaLinks production environment, ensuring global access to care for customers around the world participating in the program.
- Facilitated Monthly Operational calls with vendors to ensure vendors are delivering a high quality consistent service in-line with Cigna’s Service Level Agreements.
- Understands, develops, tracks, monitors and reports on key program performance metrics outlined in the contract.
- Executed remediation plan following third-party audits.
Vendor / Provider Contracting Manager
Cigna
01.2016 - 01.2019
- Identified and implemented new vendor relationships in collaboration with key business and IT leaders, recommending partners and projects aligned with company’s strategic network, cost, and efficiency goals.
- Facilitated communication between CGHB, vendors, healthcare providers, and Alliance partners to address client needs in contracts.
- Prepares and submit financial feasibility models to executive leadership for new vendor relationship implementation approval and funding.
- Demonstrates strong project and program management expertise in driving complex, cross-functional initiatives which involve a wide range of business areas and systems.
- Ensure sound planning, timely and accurate implementation, accurate budget/financial skills, and solid alliance relationship management at an enterprise level.
- Lead the analysis of partner’s systems, infrastructure and business processes to develop a sustainable and consistent integration framework.
- Resolved operational problems and created process improvements by analyzing requirements and designing systematic solutions, including workflow charts, system capability studies, and specifications.
- Enhanced systems and infrastructure by analyzing current practices and implementing effective modifications. by studying current practices; designing modifications.
- Determine operational objectives by studying business functions; gathering information; evaluating output requirements and formats.
- Prepared and maintained comprehensive documentation for network programs to ensure clarity and accessibility.
- Represent department on initiatives involving systems development and enhancements.
Provider Contracting Operations Manager
Cigna
01.2011 - 01.2016
- Lead in the analysis of partner’s systems, infrastructure and business processes to develop a sustainable and consistent interface and implementation model that is aligned with the CGHB strategic business vision.
- Influence and lead process improvement initiatives by identifying and successfully positioning service improvement strategies within the Global Health Solutions unit, other CGHB units and Alliance partner organizations.
- Led operational effectiveness initiatives by assessing current processes and implementing improvements.
- Managed ongoing service delivery for global partners, ensuring compliance with contract terms and operational standards.
- Ensure timely and effective implementation of new vendor relationships.
- Oversaw electronic claims transmission, trending, and improvements to enhance service delivery.
- Lead initiatives involving systems development and enhancements.
- Conducted end-to-end operational reviews and impact analyses for new policies, procedures, programs, and supporting systems enhancements.
- Liaised with CGHB, vendors, healthcare providers, and international partners to clarify client needs.
- Manage the daily activities of a group of Client Account Support Associates and Sr. Business Analysts who support CignaLinks Programs.
- Analyzed inquiries from CignaLinks mailbox to identify documentation and training opportunities for internal departments.
Account Installation Supervisor
Cigna
Wilmington, USA
01.1998 - 01.2011
Operations Trainer
Cigna
Wilmington, USA
01.1998 - 01.2011
Other operational roles
Cigna
Wilmington, USA
01.1998 - 01.2011
Education
Bachelor of Arts - Public Relations/Journalism/Advertising, concentration in Public Relations
Temple University
Philadelphia, PASkills
- Vendor Management
- Relationship Management
- Governance
- Process and Procedure development
- Agile Methodology
- Cross-functional collaboration
- Excellent written and oral communication skills
- Proficient in Microsoft Office Suite
- Organized
- Efficient
Accomplishments
- Certified SAFe 5 Product Owner/Product Manager
- Certified Facilitator for The MAGIC of Customer Relations with Communico, LLC
- Certified Facilitator for Accurate Data Transfer with The Accuracy Company, LLC
Professional Board Associations
African American and Black Colleague Resource Group (AABCRG)
Timeline
Operating Effectiveness - Senior Manager
Cigna Global Health Benefits
10.2023 - 01.2026
Network Operations Leader/Chief Product Owner
Cigna
01.2019 - 01.2023
Vendor / Provider Contracting Manager
Cigna
01.2016 - 01.2019
Provider Contracting Operations Manager
Cigna
01.2011 - 01.2016
Account Installation Supervisor
Cigna
01.1998 - 01.2011
Operations Trainer
Cigna
01.1998 - 01.2011
Other operational roles
Cigna
01.1998 - 01.2011
Bachelor of Arts - Public Relations/Journalism/Advertising, concentration in Public Relations
Temple University