Senior Officer, Customer Engagement

Job Responsibilities:

• Support email and hotline on global group policy queries
• Verify policy coverage and eligibility for medical services via email and call, ensuring all the necessary information is obtained and documented.
• Handle preauthorization requests from customers and healthcare providers with follow-up on progress and good record keeping.
• Collaborate with internal teams, such as billing and claims to facilitate payment processes.
• Stay updated on insurance plans, policies, and procedures to provide accurate information and guidance to customers.
• Handle escalated customer issues and complaints, demonstrating empathy, problem-solving skills, and a commitment to customer satisfaction.
• Provide administrative support including reports and correspondences.
• Assist in the UAT on development of customer Portal and customer service project.
• Assist in ad-hoc assigned duties.

Job Qualifications:

• Tertiary education graduate with at least 5 years’ customer service experience, preferably in insurance industry.
• Experience in handling Employee Benefits / Group Operations Hotline is preferred. Knowledge of medical terminology, insurance coverage, and preauthorization processes is highly desirable.
• IIQE Paper 1 and 2 is a must, or qualification equivalent to the IIQE requirement.
• Eligible for license registration with Insurance Authority (IA)
• Excellent in English, Cantonese, and Mandarin
• Proficient computer skills, including MS office applications and English word processing. Experience of using Salesforce is a plus.
• Strong customer-oriented mindset with excellent communication and interpersonal skills in both verbal and written, with the ability to effectively explain complex information to customers.
• Excellent team player, independent, diligent and responsible, with a positive attitude under pressure
• Flexibility to work on shift and weekends is required.

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.