• Providing customer services for international claims for the reimbursement of medical expenses for the unit’s dedicated contracts.
• Handles incoming calls and emails, providing timely and accurate responses through the Communication System. Some queries may need input from experts like Medical Consultants or Account Managers. All replies should be clear, concise, and customer friendly.
• Works on a rotational shift schedule, including weekends, to support incoming call inflow during weekends. This includes handling queries that may require expert advice or escalation, ensuring timely and appropriate responses.
• 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 optimizing 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.

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.