CSR (China Provider Service Team)

1. Role Overview

• Position: Customer Service Representative (Provider Service)
• Coverage: NA / EU / ME / APAC Group Calls
• Reporting to: CDSS Operation manager

2.  Purpose of the job/key objective

• To deliver high-quality service to providers by handling inquiries related to claims, benefits, and coverage. The role plays a critical part in supporting Cigna’s service excellence for high-end customers, including expatriates and corporate clients.

3．Main duties/Responsibilities

• Handle inbound calls from healthcare providers and respond to inquiries related to:

• Claims status
• Benefit and coverage verification
• Eligibility
• Complaints and general inquiries

• Ensure accurate and timely resolution of provider inquiries, with a strong focus on first call resolution.
• Respond to provide emails within agreed turnaround time and proactively communicate any delays.
• Actively support all team members and provide resources to enable all operational goals to be achieved.
• Meet or exceed Service level agreement requirements, team KPI and monthly audit.
• Assist managers in handling complaints or escalated cases as necessary by taking actions to provide high level service according to their needs and strive to exceed their expectations.
• Work on projects or reports assigned by manager.

4. Scope and Dimensions

• Support global provider inquiries across multiple regions
• Responsible for all calls, emails and complaints related to insurance services
• Contribute to service delivery quality and provider experience

5. Experience and Skills Required

• Experience in Customer service, Medical or Insurance industry is preferred.
• Strong communication skills in English (spoken and written)
• Ability to work in a fast-paced, dynamic environment with changing priorities
• Strong problem-solving skills and attention to detail
• Team-oriented mindset with a strong sense of accountability
• Proficiency in Microsoft Office (Excel, Word, Outlook); PowerPoint is a plus
• Quick learner with strong adaptability

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.