Vacancies at Cigna

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 of 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 referencing 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 organise 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 Bachelors 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 Bachelors Degree, guided by job market

Foundational Skills* -

• Routine Operations Tasks execution

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Role Overview:

• We are seeking a dedicated and skilled Production Support Analyst to join our team. In this role, you will provide critical support for our Policy Administration System that runs on the IBM i platform. You will be responsible for monitoring, maintaining, and troubleshooting incidents, requests and changes required by the production support team ensuring smooth and efficient operations, particularly during overnight batch processes. The role involves working in an AGILE environment and collaborating with teams across the globe.

Key Responsibilities:

• Provide technical support for the Policy Administration System on the IBM i platform.
• Monitor overnight batch processes, ensuring timely and accurate completion (on a rotational basis).
• Troubleshoot and resolve system issues, minimizing downtime and impact on business operations.
• Perform root cause analysis and implement corrective actions to prevent recurrence of issues.
• Collaborate with cross-functional teams across different geographical locations to resolve complex technical problems.
• Support one week in every three for overnight batch monitoring, and additional coverage as required for holidays and other scheduling needs.
• Ability to work as part of a shift rota. (This may include occasional weekend work for big projects)
• Utilize SQL and RPG for system maintenance, enhancements, and issue resolution.
• Create and maintain documentation for processes, procedures, and problem resolutions.
• Participate in system upgrades, patches, and other maintenance activities.
• Communicate effectively with stakeholders, providing updates and status reports as necessary.
• Use Jira for issue tracking and project management.
• Use ServiceNow for incident management, change management, and service request fulfilment.
• Work within an AGILE framework, participating in sprint planning, daily stand-ups, and retrospectives.

Qualifications/Knowledge of:

• Proven experience in a production support role, preferably within a healthcare or insurance environment.
• Strong knowledge and experience with IBM i (AS/400) platform.
• Proficiency in SQL and RPG is highly desirable.
• Experience with Jira and ServiceNow for issue tracking and service management.
• Excellent problem-solving skills and attention to detail.
• Ability to work independently and as part of a global team.
• Strong communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Flexibility to support overnight batches on a rotational basis and provide additional coverage as needed (essential).
• Experience working in an AGILE environment.
• Ability to read/speak English.

Preferred Qualifications:

• Experience with policy administration systems. (preferred, but not essential)
• Familiarity with ITIL or other IT service management frameworks.
• Prior experience in the healthcare or insurance industry. (preferred, but not essential)