Careers at Cigna

Role Summary

Our customer service team manages customer-queries through different communication channels (mainly email and phone) providing timely resolutions and pleasant customer experiences.

The Role & Responsibilities:

We are currently looking for a customer service representative (CSR) to join our young and dynamic team. The responsibilities of the role include (but are not limited to):

• Managing day to day queries from Cigna’s customers whilst putting the service experience at the center of all activities.
• Adhering to the productivity and quality standards set by the management team.
• Taking full ownership of all cases and following through up to the end. When required, scheduling follow-ups to keep the customer in the know regarding the progress of their query.
• Keeping comprehensive records of all customer interactions in the customer relationship management (CRM) tool.
• Handling and processing of medical reports and other highly confidential information in line with all relevant data privacy guidelines (GDPR in particular).
• Obtaining & maintaining expert knowledge about all relevant tools, processes and documentations, but seeking advice from supervisors and higher management when needed.
• Liaising with other department where required for the resolution of a query (claims analysts, medical advisers, finance department etc.).
• In case you speak foreign languages, communicating with our customers in those specific languages (including the occasional translation of documents).

What we are looking for:

• Bachelor or Diploma in business related field.
• Previous Customer Service Experience desired (ideally Contact Center).
• Good knowledge of MS Office and ability to learn new software applications quickly.
• Good and active knowledge of other languages is a plus.

Other skills and characteristics of a successful candidate:·

• Decision-making ability: Quickly understands new situations and takes the right decisions for a fast and accurate resolution of incoming requests. Ability to navigate ambiguity.
• Communication: Excellent Communication skills both with colleagues and external customers. The ability to emotionally connect with customer in distress is highly desirable.
• Accuracy: High attention to details and a desire to work faultlessly.
• Efficiency: Ability to work quickly through customer requests maintaining high quality standards.
• Team player: Embraces and promotes a co-operative and friendly work-environment in an international and inclusive team.
• Discreet: works discreetly with confidential (medical) information.
• High resilience to work under pressure & the ability to multi-task

Applicants should:

• Be able to commit to 45 hours/week.
• Be available to work rotational shifts covering 24 hours per day, 7 days per week.
• Be available to support on weekend rotations.
• Be able to commit to a 6-week induction training from our start date within the office.

OUR OFFER

• A challenging job in an international and growing enterprise.
• A dynamic, and entrepreneurial company culture that values and stimulates initiative.
• Attractive salary conditions with extra-legal benefits.

Job Description*

Responsible for organizing and processing the flow of incoming and outgoing documents (paper & electronic) in a back-office environment. The candidate ensures there is consistency in   timely delivery of quality and quantity to meet set parameters measures to meet Service Level Agreements

Responsibilities

• Receiving and documenting claims both electronic and paper claims
• Sorting, processing, and vetting claims firsthand for claims payment and ensuring they are accurately assigned.
• File management and classification of data and supporting reporting compilation.
• Electronic transfer of received claims to the various platforms.
• Managing   the flow between members and provider claims
• Processing member and provider claims within stipulated Turn Around Times
• Managing the different channels through which claims are received.
• Cross reference of emails received from members and providers for further processing.
• Any other tasks as allocated.

Requirements*:

• Active language knowledge of at least English (additional languages are a plus)
• Executes assignments accurately and pays attention to detail.
• Ability to plan and organize tasks independently.
• Excellent time management skills with ability to continuously prioritize set tasks accordingly.
• Upholds utmost discretion when handling confidential information.
• Ability to handle large quantities of paper and electronic documents.
• Works to deliver consistently even under pressure.
• Self-Driven and can work with little or no supervision.
• Ability to work collaboratively within a team.
• Proficient in the use of Spreadsheets, word-processing and associated office IT Skills with CRM systems (e.g.) Salesforce with accurate data inputting.
• Accountability – assumes ownership for achieving personal results.
• Customer focused while executing mundane tasks.
• Copes well in a changing environment

Education*: new Diploma and Bachelor’s degree (Any) – medical, Paramedical, Commerce, Statistics, Mathematics, Economics or Science, guided by job market

Experience Range*: Role open to new or early career Diploma and bachelor’s degree, guided by job market

Foundational Skills* –

• Routine Operations Tasks execution

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