Careers at Cigna

Main Duties/Responsibilities:  

• Adjudicate international medical/dental and vision claims in accordance with policy terms and conditions to meet personal and team productivity and quality goals. 
• Monitor and highlight high cost claims and ensure relevant parties are aware. 
• Monitor turn around times to ensure your claims are settled within required time scales, highlighting to your Supervisor when this is not achievable. 
• Respond within the time commitment given to enquiries regarding plan design, eligibility, claims status and perform necessary action as required, with first call resolution where possible. 
• Interface effectively with internal and external customers to resolve customer issues. 
• Identify potential process improvements and make recommendations to team senior. 
• Actively support other team members and provide resource to enable all team goals to be achieved. 
• Work across European business in line with service needs. 
• Carry out other adhoc tasks as required meeting business needs.

Experience Required: 

• Degree or diploma in a relevant field
• Customer focused with ability to identify and solve problems.
• Ability to meet/exceed targets and manage multiple priorities. 
• Proficient in Microsoft Office applications. 
• English and Arithmetic proficiency required. 
• Experience in medical administration, claims environment or Contact Centre environment is advantageous. 

Skills: 

• Must possess excellent attention to detail, with a high level of accuracy. 
• Strong interpersonal skills with good verbal and written communication to internal and external clients. 
• Strong customer focus with ability to identify and solve problems. 
• Ability to work under own initiative and proactive in recommending and implementing process improvements. 
• Ability to organise, prioritise and manage workflow to meet individual and team requirements 
• Ability to exercise judgement.

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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 via Telephone and Email 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 departments where required for the resolution of a query (claims analysts, medical advisers, finance department etc.). 
• In case you speak foreign languages, communicate with our customers in those specific languages (including the occasional translation of documents). 

What we are looking for: 

Education & Work experience: 

• Bachelor or Diploma is required. 

Previous Customer Service Experience desired (ideally Insurance, Healthcare, Banking or similar). 

• Good knowledge of MS Office and ability to learn new software applications quickly. 
• A good and active knowledge of other languages is a plus. 
• Exposure to global or international client environments is considered a strong advantage.

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 customers in distress is highly desirable.  
• Accuracy: High attention to details and a desire to work faultlessly.  
• Efficiency: Ability to work quickly through customer requests to maintain high quality standards.  
• Team player: Embraces and promotes a cooperative and friendly work environment in an international and inclusive team. 
• Discreet: works discreetly with confidential (medical) information. 
• Resilience: High resilience to work under pressure & the ability to multi-task