Job Opportunities at Cigna

YOUR JOB

• Motivate individuals and team collectively to achieve agreed work output targets covering productivity, quality and customer/provider satisfaction
• Recommend and implement innovative strategies to ilig all three different segments, improve efficiency and provide excellent customer service.
• Be proactive in identifying improvement/enhancement opportunities and active in seeking and sharing ideas for innovation in business processes within the Integrated Health Team and other operations; recommend and implement innovative strategies to improve efficiency within the pre-authorization and care coordination process and provide excellent customer service, including to members, clients, but also health care providers.
• Ensure strong employee engagement within the team, including day to day oversight, motivation, conflict management, training, well being and performance
• Performed quarterly check-in and career development talks. Ensure appropriate performance management actions are taken
• Proactively address and/or escalate any risks.
• Develop/maintain proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service.  Actively encourage all team members to do likewise.
• Produce, review and interpret reporting and data in line with formats and timescales agreed with management, including trending and enhancement activities with quantification of operational impacts.
• Ensure work planning is complete and be first line of approval for holidays within your team. Lies with other supervisors and manager for find approval.
• Escalation point for complex cases a, complaint  and financial verification and exceptional payment
• Key contact with Teladoc for escalated cases
• Handle complex  complaint cases, perform root cause analysis and report to CCM team manager.

YOUR PROFILE

• Minimum of three years  experience in an operational team
• Active language knowledge of at least English; any additional language is a plus
• Experience and/or interest in coaching, managing, developing and motivating individuals
• Experience in complaint management - with a proven track record in improving customer service standards
• A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives.
• Excellent interpersonal skills: strong empathy and listening skills
• Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members
• Action-orientated problem-solving skills
• Excellent organization, planning and prioritization skills
• Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues
• Personal flexibility and adaptable to change
• Results oriented– ability to define goals, establish plans and manage work to achieve desired outcomes. Creates meaningful business related metrics and tracks progress/results.
• Accountability – assumes ownership for achieving personal results and collective goals
• This is a band 3 higher function

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YOUR JOB

• Acts as a receptionist for clients or visitors. Receives and relays incoming, outgoing and internal calls and refers messages to appropriate parties.
• Delivers basic administrative tasks such as receiving, sorting and dispatching office mails (International and local).
• In liason with supervisor applies and renews office licences and Business permits.
• Implements planned day to day initiatives that impact the entire facility, office, business support.
• In liason with the supervisor, co-ordinate onboarding of suppliers/vendors as per Cigna procurement policy while acting as the liason between suppliers/vendors and the Company.
• Maintain up to date service contracts and SLA with suppliers/vendors.
• Countercheck supplier/vendor invoices, seek relevant approval and update supplier accounts with proof of payment.
• Manage communication between the landlord and the Company, coordinate office repairs, liaise with building management on access to infrastructure & crucial rooms i.e. utility duct and network switches for ISP, parking etc.
• Act as an oversite for Office vendors to ensure they deliver work as per stipulated SLAs and ensure office consumables and supplies are maintained.
• With the support of IT Department, liase with vendors to keep office facilities functional. I.e. AC units, meeting room connections etc.
• In liaison with supervisor, ensure all office assets are insured and in case off loss initiate recovery process with support of HR and IT.
• Endeavour to have vast knowledge of department and company policies and procedures.
• May schedule and maintain calendar of appointments, meetings and travel itineraries and coordinates related arrangements.

YOUR PROFILE

• Bachelor degree in relevant field, prior front office /customer service experience preferred.
• Excellent communicator both oral and written, knowledge of French is a plus
• Organizational skills: you can assess different tasks and proceed according to priorities; you are able to plan ahead in order to ensure daily workflows are respected, you are able to work in close cooperation with your colleagues
• You can rapidly and accurately handle a large quantity of  documents
• You can keep a clear overview of the work to be done, even in busy times.
• Strong energy and drive to work across cultures and time zones
• You can deal with (confidential) information with the utmost discretion.
• You can perform accurate data entry.