About the role
As a Customer Service Representative you will be the first point of telephone contact for our global member who holds global employer health insurance with us. Previous experience in customer service is essential for this role.
Key responsibilities
Receives requests by email and telephone regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
Provide the highest level of customer service, striving for first-contact resolution, responding within agreed timelines on medical claims in line with customer benefits.
Ensure that all operating procedures and regulations are followed in accordance with policy terms and conditions.
Provide quality advice and information to customers regarding their health benefits.
Ensure turnaround times are met and ensure enquiries are settled within required timescales.
Build relationships with internal departments and external service partners to ensure resources are fully utilized for the benefit of the customer.
Actively support team members and contribute to the achievement of operational goals.
Carry out any ad hoc tasks as required to meet business needs.
Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.
Minimum requirements
Fluent in written and spoken English
Confident decision-making and sound judgment
Strong customer focus, with the ability to identify and resolve problems independently
Proactive and process-oriented
Ability to maintain high levels of customer satisfaction through effective and timely resolution of member enquiries
Excellent attention to detail and accuracy
Strong interpersonal skills, with clear verbal and written communication to both internal and external clients
Ability to support Team Manager and senior team members with escalations
Experience in health insurance or a call centre environment is an added advantage
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.Aplyr's read
Cigna is a global health services leader, attracting professionals dedicated to advancing healthcare solutions and improving patient outcomes worldwide.
What's promising
- •Cigna's diverse roles offer opportunities across healthcare, technology, and customer service sectors.
- •The company's global presence allows for international career growth and mobility.
- •Cigna invests in innovative health solutions, fostering a forward-thinking work environment.
What to watch
- •The healthcare industry faces regulatory challenges that may impact Cigna's operations.
- •Cigna's large size can lead to bureaucratic processes that slow decision-making.
- •Limited public information about Cigna's internal culture and employee satisfaction.
Why Cigna
- •Cigna's integration of Evernorth enhances its healthcare service offerings.
- •The company emphasizes innovation in health technology and AI enablement.
- •Cigna's focus on military and veteran partnerships sets it apart in healthcare services.
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About Cigna
Cigna Healthcare is a global health services company dedicated to improving the health, well-being, and peace of mind of those they serve. They offer a wide range of health insurance products and services, including medical, dental, behavioral health, pharmacy, and disability insurance.
