Are you looking for a new challenge in your career? Great! And you’re considering working at Cigna? Even better! You’ll have lots of questions. Here are some answers.
What does Cigna do?
We started over 200 years ago and we continued to innovate and expand ever since. Cigna Corporation is a global health service company dedicated to improving the health, well-being, and peace of mind of those we serve.
We deliver choice, predictability, affordability and access to quality care through connected, personalized solutions that advance whole person health, both in body and mind.
With more than 170 million customer and patient relationships in more than 30 countries and jurisdictions, we are able to harness actionable insights that drive better health care results.
Our global workforce of more than 74,000 employees are dedicated to living our mission and being champions of our customers and communities each day.
Cigna provides employee benefits around the world, amongst which health insurance services and life & protection solutions (LPS) like life & disability plans. We’re passionate about helping people improve their health, well-being, and peace of mind.
Cigna Europe has more than 60 years of experience in designing, implementing and managing international group health insurance and employee benefits programmes for domestic and international recruited staff from European corporations, International Organisations (IGO & NGO) and governments. We also provide healthcare for globally mobile individuals. To support its European and Global Segments customers, Cigna Europe has dedicated offices in the United Kingdom, Belgium, Spain, Kenya, Dubai, the United States and Malaysia. Over the years, we have acquired an in-depth understanding of the daily challenges faced by domestic and international organisations, and their staff members in managing their health and wellbeing.
We’re people-people. We are a human organization, where people come first. Whether it’s our customers, patients, clients, or colleagues, we aim to improve the health, well-being and peace of mind of everyone we can reach
What makes Cigna different from other employers?
We go further than just paying insurance claims. Solid customer relationships are our main goal. We also strongly believe in business ethics and continually strive to be cleaner, greener, and respectful of all.
We owe our success to the talent and dedication of our team. They’re the ones who make a difference in our customers’ lives. So, we know that it’s important to go the extra mile for our employees. We make sure they have a good work-life balance, and we offer many initiatives for health and well-being.
What are your main responsibilities?
You are responsible for the client communication for designated account relationships and Contracts.
You are required to response to the client on timely manner providing full and accurate information in one go.
KEY AREAS:
- Communication management in day to day queries of our clients and insurers through different channels (Email, Phone ,Letter and Chat) .The main communication channel will be Emails and Calls.
- As a Hybrid team, you require to manage customer interactions through Emails and Calls at the same time. You require to multitask between both channels based on Email and Call inflow and based on the requirements in the daily planning.
- Think about and contribute to using the most efficient communication channels (phone, e-mail, letter)
- Coordinate and ensure follow-ups of the assigned contracts/clients.
- Answering call from client and advising on the necessary information. To log call in the system and respond via email immediately over the call instead of assigning the task back to the queue.
- Follow up on personal queue for the cases where we received reply.
- Taking ownership on the emails assigned and to complete the necessary before end of business.
- Monitoring Queue to see if there is any queued call which require to be answered instead of allowing the call to drop or abandon.
- Check on medical reports submitted by client and see if we can approve Initial Letter of Guarantee to the provider.
- Check if the complete Reimbursement documents has been submitted before assigning case to Claims Team.
- Keep records and filing up to date.
- Pro-actively optimizing the unit’s workflows to achieve set targets.
- Translate communications, medical reports or other documents if needed.
- Work according to the priorities indicated in the work plan and in order to keep under track the different KPIs (ASA, TAT, NPS, etc)
- Able to handle complaints and analyze them, identifying root causes that might lead to the improvement of customer satisfaction.
Relations to other positions
- Assist the Supervisor and Senior Supervisor in several tasks (e.g. preparation of presentations, preparation of analyses, Statistics)
- Provide all necessary information to the involved parties: clients, insurers, the International Customer Services, Finance and Accounting Marketing and Communication.
- Contribute to maintaining a co-operative and friendly working environment.
- Inform Supervisors and Senior Supervisors on problems and inefficiencies.
What skills do you need?
- Education Level:
– Diploma / Bachelor qualification. Translation and Interpreting or Foreign Languages studies highly valued.
– Minimum One year or more experience in any related field (Customer Service – Handling calls and responding to client on free text email basis)
- Specific Knowledge:
– Primary languages will be English and German – Required
- Soft Skills:
– Skillful in taking decisions ,takes the right action on allocated files based on the available information and providing the decision in written to client ensuring all relevant information is clear.
– Excellent Communication skills.
– Accurate: works accurately when providing information to client via written email
– Discipline: pays attention to procedures, agreements and document flows.
– Efficient: finds a good balance between quality and quantity.
– Team player: Able to work in a team and provide feedback on how to improve from time to time.
– Skillful with computer programs: readily learns the ropes in the use of current office applications
– Discreet: works discreetly with confidential (medical) information.
Working Requirement:
– Able to work in rotational shift hours during weekdays and weekends and public holidays.
– Shift Rotation Monday till Sunday, 5 days a week, 9 hours a day
- Shift starts any 9 hours from as early as 6am Nairobi time and ends at 3am
Eg: Early shift 7 am till 5pm and
Last shift 17pm till 3 am.
- 5 days work and 2 days OFF over period of a week.
- Willing to volunteer for OT during Off days and after working hours.
- Able to work from home and from office -High speed dedicated Wi-Fi Connection at home (Compulsory).
About Cigna Healthcare
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.
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
If you require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.
