Customer Service Representative

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.

Responsibilities

• Providing customer services for international claims for the reimbursement of medical expenses for the unit’s dedicated contracts.
• Responding to incoming queries to the Communication System in an appropriate and timely manner. Appropriate responses may require in-depth analysis and involve expert advice (Medical Consultant, Account Manager, Network Manager, Legal Advisor etc). An appropriate response is correct, clear, concise and customer-friendly.
• Answering incoming overflow calls from the COCE for dedicated contracts, or those escalated by the COCE for expert advice.
• Taking ownership of difficult or high-value files.
• Responding via the most efficient channel (e.g. phone, e-mail, letter, etc).
• Following up on the individual workload and taking appropriate action when agreed targets are not met.
• Pro-actively optimising the unit’s workflows to achieve set targets.
• Providing accurate file information to internal employees where required.
• Tracking procedural irregularities and raising these with the Team Leader.
• Raising problems or difficult issues with the Head.
• Actively working to maintain a co-operative and friendly working environment.

Qualifications

#J-18808-Ljbffr