Jobs at Cigna

Key Responsibilities :

• Ensure that all intermediary requests, queries, complaints are dealt with in accordance with the standards laid down by Cigna Insurance Middle East S.A.L
• Provide a dedicated and comprehensive service to the intermediaries and acting as the primary escalation point of contact for intermediaries within the assigned portfolio and deliver the highest level of service and care.
• Maintain effective relationships with colleagues and key stakeholders (Internal / External) to ensure that service objectives are met.
• Collaborate with different departments in Cigna to come up with ‘best’ solution to client’s issues or suggestions.
• Maintain appropriate and accurate records of broker interactions, discussions, broker-visit

Qualifications

• Bachelor’s degree required
• Excellent English written, oral communication and Presentation skills, Arabic is a plus
• Reporting skills
• Exceptional organizational and time-management focus
• Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
• 2+ years of customer service experience managing people, reporting, analyzing and solving customer problems required; call center experience a PLUS
• Ability to perform in a high volume, fast paced work environment
• Proven ability to work independently as well as a productive member of a team
• Proficiency in Microsoft Office Suite; high level capacity to multitask independently and on a computer

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Major responsibilities and desired results:

Uses clinical knowledge to assess diagnosis and treatment plans and goals, and identifies gaps in care or risks for readmission or complications.

• Wil work across IO, GEH and GIH segments
• Manages/coordinates an active volume of cases by providing information, navigation and coordination to customers worldwide.
• Works with a multicultural population and is constantly aware of the cultural differences among that population.
• Establishes patient centric goals and interventions to meet the member’s needs
• Interfaces with the member, family members/caregivers, and the healthcare team, as well as internal matrix partners.
• Balances business needs with patient advocacy
• Assesses member’s health status and treatment plan and identifies any gaps or barriers to healthcare.
• Visit providers to manage and coordinate care for customers by reviewing medical and claim information, ensure compliance with approved services and fees and discuss cases with hospital staff and physicians.
• Establishes a documented patient centric case management plan involving all appropriate parties (client, physician, providers, employers, etc), identifies anticipated case results/outcomes, criteria for case closure, and promotes communication within all parties involved.
• Work with Cigna physicians to evaluate complex cases and receive appropriate clinical expertise on diagnosis and treatment plans
• Responsible for delivering to customers clinical programs including case management, chronic condition management, lifestyle coaching, pre assignment assessment and any other program delivered by global clinical operations.
• Coordinate care with other nurses from other regions around the world when a need for local or regional expertise is important for better care or to comply with regulations
• Maintains accurate workflow and process documents
• Adheres to professional practice within scope of licensure and certification quality assurance standards and all case management policy and procedures
• Participates in unit and corporate training initiatives and demonstrates evidence of continuing education to maintain clinical expertise and certification as appropriate.
• Demonstrates sensitivity to culturally diverse situations, clients and customers.
• Serve as clinical liaison to Clients
• Other duties as assigned

Minimum requirements:

• Bachelor in Nursing, 3-5 years of clinical experience ideally, in international clinical management
• Demonstrated organizational and leadership skills
• Strong interpersonal and communication skills
• Demonstrates problem-solving and analytical skills.
• Ability to act as an “advocate” for the customer while complying with internal policies and procedures and contractual/legal compliance requirements
• Ability to operate personal computer, proficient with Microsoft office products, call center software, and a variety of software.
• Ability to build solid working relationships with staff, matrix partners, customers and providers

Language requirements:

• English, French & Arabic: read, write and speak fluently