Main Responsibilities
You are responsible for client communication for designated account relationships and contracts. This includes responding to clients in a timely manner, providing complete and accurate information in one go.
KEY AREAS:
- Manage day-to-day communication with clients and insurers through various channels (Email, Phone, and Letter), with Emails and Calls being the primary channels.
- As part of a hybrid team, handle customer interactions via both Emails and Calls simultaneously, multitasking based on inflow and daily planning requirements.
- Contribute to using the most efficient communication channels (phone, email, letter).
- Coordinate and ensure follow-ups for assigned contracts/clients.
- Answer client calls, provide necessary information, log the call in the system, and respond via email immediately instead of reassigning the task to the queue.
- Follow up on personal queue for cases where replies have been received.
- Take ownership of assigned emails and complete necessary actions before end of business.
- Monitor queues to ensure no calls are left unanswered or abandoned.
- Review medical reports submitted by clients to determine if an Initial Letter of Guarantee can be approved for the provider.
- Verify completeness of reimbursement documents before assigning cases to the Claims Team.
- Maintain accurate records and filing.
- Proactively optimize workflows to achieve set targets.
- Translate communications, medical reports, or other documents if needed.
- Work according to priorities indicated in the work plan to meet KPIs (ASA, TAT, NPS, etc.).
- Handle complaints, analyze root causes, and identify improvements to enhance customer satisfaction.
Relations to other positions
- Assist Supervisors and Senior Supervisors with tasks such as preparing presentations, analyses, and statistics.
- Provide necessary information to involved parties: clients, insurers, International Customer Services, Finance, Accounting, Marketing, and Communication.
- Contribute to maintaining a cooperative and friendly working environment.
- Inform Supervisors and Senior Supervisors of problems and inefficiencies.
Required skills and qualifications
Education:
- Bachelor’s degree or Diploma in a related field.
- Minimum one year of experience in a related field (Customer Service - handling calls and responding to client emails).
Specific Knowledge:
Soft Skills:
- Decision-making: Able to take appropriate action on allocated files based on available information and communicate decisions clearly in writing.
- Excellent communication skills.
- Accuracy: Works precisely when providing information via email.
- Discipline: Adheres to procedures, agreements, and document flows.
- Efficiency: Balances quality and quantity effectively.
- Team player: Works well in a team and provides constructive feedback.
- Computer proficiency: Quickly learns and uses office applications.
- Discretion: Handles confidential (medical) information responsibly.
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About the Job
We are going through massive, global Agile transformation. As a result, we are rapidly expanding our teams and are looking for a passionate .NET developer to join our member portal and app team, a self-organized, cross functional team in the International organisations health (IOH) train within Cigna's International Markets.
This is an excellent opportunity to join a team that is going from strength to strength, building and shaping our agile frameworks across our global teams.
Together with the team, you will take ownership of its supported applications, continuously improving and extending them and making sure they keep running smoothly in the production environment.
You are customer oriented while keeping performance in mind. You keep an overall view on all components of the applications in the scrum team’s portfolio and know how to find the right balance between future-proof solutions and fast-to-market requirements.
You have a business drive, passion for technology and are eager to learn. Above all, you have a can-do attitude where you roll up your sleeves and just do it.
Your responsibilities
- Together with the scrum team, you transform and develop all requirements to an appropriate architecture and solution.
- You have end-to-end responsibility for backend applications supporting IOH's financial services and client scrum team.
- Write automated unit and integration tests.
- Formulate & propose improvements, both on technical and organizational level.
- Define technical guidelines.
- Document the implemented architecture and solution.
- Deliver quality code, whilst keeping deadlines and business value in mind.
- Work together in an international, cross-functional scrum team.
- Have a proactive role within the development chapter across all IGO/NGO scrum teams.
Don't worry, you don't have to do this alone; you will work closely with the other software engineers, the Product Owner, Scrum Master, testers and other team members in your scrum team as well as the wider train, as well as with internal customers and our architecture organisation. On top of that, you are supported by the .NET Developer Chapter.
Your Profile
We value traits like an agile mindset, passion & positivism. We are looking for colleagues who take responsibility and want to make a difference. To collaborate in an international environment, strong English language skills are required (written and spoken).
General requirements
- You have a Bachelor or Master degree in IT.
- You have good knowledge of written and spoken English.
- You have a minimum of 3 years hands on experience in (backend) .NET development.
- Previous experience with Agile methodologies (SAFe, SCRUM, ...)
- You demonstrate strong communication, prioritization, organization and problem solving skills.
- You have a client oriented, creative and inventive mindset.
- You are sensitive to cultural differences and you enjoy working in a global, multi-location team.
- You are able to deal with ambiguity.
Essential technical skills
- Object Oriented Development in .NET and MS SQL using Visual Studio
Experience in any of the following is a big plus
- Experience with ORM Frameworks, Enterprise Library, NuGet, WCF
- Experience with ALM/DevOps tooling (eg. Azure Devops Pipelines)
- GIT or TFS version control systems
- CI/CD
OUR OFFER
- A challenging job in an international and growing enterprise.
- A part in a small, engaged scrum team with a good team spirit and open communication.
- A development chapter and community that will help you grow in your role.
- A dynamic, young and entrepreneurial company culture that values and stimulates initiative.
- A technologically mature working environment, using solid SDLC principles and agile methodologies.
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