Job Opportunities at Cigna

Administrative Jobs, Customer Service Jobs, Claims Management Jobs,

Provider Claims Intake Administration Senior Supervisor

YOUR JOB

• As an Intake Senior Supervisor you will take up a management position. You will be responsible for managing the Back-end Intake area of our Provider Services Organization. This area will count with 2 teams sitting in Nairobi and 1 in Kuala Lumpur supported by 3 Intake Supervisors, responsible for circa 55 FTE.
• Your role will be broader than the day-to-day management of the intake operations – your agile, provider centric mindset will ensure that you contribute to our overall provider operations strategy, identifying opportunities to enhance the service proposition and to improve the efficiencies and productivity of your teams. Your role will report into the PSO Intake & Reconciliation Manager.

Your role will be to:

• Motivate individuals and team collectively to achieve agreed productivity, turn-around-time, quality target linked to the intake process
• Create an environment that encourages and delivers success – you must have the ability to inspire your team whilst developing your team members to the next level
• Collaborate closely with other areas in PSO – Front and Back End: Provider Relations, Care, Reconciliation, Claims & Adjustment teams
• Ensure appropriate performance management action, timely recruitment and effective succession planning is in place
• Contribute to change and innovation and be pro-active in identifying opportunities for improvement within the team and within Provider claims Intake processes
• Use data insights to challenge day-to-day operations, and build a continuous improvement mindset
• Manage effective capacity plans, keeping oversight of staff level requirements.  Proactively address and escalate any risks
• Produce meaningful, accurate management reports and statistical information in line with formats and timescales agreed with management, including trending and enhancement activities to quantify operational impacts
• Manage the implementation of running and new projects related to provider claims intake
• Develop and maintain proactive business relationships, both internally and externally to ensure a seamless delivery of service 
• Be a focal point for the PSO leads as well as other internal stakeholders
• Interact with the senior management to adapt your processes to meet evolving objectives
• Use independent judgement and discretion to review and resolve complex issues
• Contribute in achieving departmental and company-wide goals and business plans

YOUR PROFILE

• Experience leading operational teams within the company or outside
• Current provider claims intake process deep knowledge
• Active participation in provider claims intake related projects
• Exposure to global processes (e.g. provider reconciliation)
• Active language knowledge of at least English (additional languages are a plus)
• Experience in coaching, managing, developing and motivating individuals
• Proven data analytics skills (advanced Excel, Qlikview, Tableau …) 
• Clear experience in driving a team to achieve excellent provider service results
• Experience of leading and implementing change
• Excellent inter-personal skills
• Negotiation and influencing skills
• Action-orientated problem-solving skills / process improvement
• Excellent organisation, planning and prioritisation skills
• Strong communication skills: demonstrating drive and enthusiasm
• Demonstrating flexibility and adaptability to change
• Result-oriented, able to mobilise the team to achieve key objectives
• Accountability – assumes ownership for achieving personal results and collective goals
• Customer orientated

KEY COMPETENTIES

• Manage ambiguity
• Balances stakeholders
• Organizational Savvy
• Drives Engagement
• Build effective teams
• Tech savvy
• Global perspective
• Data driven

Customer Service Representative Portuguese Speaker

About the job

• Handle calls and e-mails and respond to simple and complex inquiries regarding eligibility, cards status, Envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information and provide solutions for customers and clients.
• Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others. Performs research to respond to inquiries and interprets policy provisions to determine most effective response. Mails or routes claim forms and supporting documentation to various units for final processing. Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity. May seek assistance with complex customer services issues.

Qualifications

• Must have a Diploma or Bachelor’s degree or equivalent
• Excellent English written and oral communication skills
• Portuguese written and oral skill is a Must
• Exceptional organizational and time-management focus
• Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
• 1+ years of customer service experience analyzing and solving customer problems required; call center experience a PLUS
• Ability to perform in a high volume, fast paced call center environment
• Proven ability to work independently as well as a productive member of a team
• Intermediate proficiency in Microsoft Office Suite; high level capacity to multitask independently and on a computer
• Knowledge of Medical Terminology a PLUS

Conditions/Requirements

• Work in 24 x 7 rotation shifts.
• 5 days a week.
• In split shifts (some hours in the morning and remaining hours in the afternoon or evening) and Public Holidays

General Clerk Associate Representative

YOUR JOB

You are responsible for organising efficiently and processing correctly the flow of incoming and outgoing documents (paper and electronic): letters, faxes, claims, payment letters, etc. Some of your tasks include:

• Receiving and documenting claims.
• Sorting, processing and vetting of claims first hand for claims payment.
• File management and classification of data.
• Electronic transfer of received claims to the various platforms.
• Triaging the flow between members and provider claims.
• Processing member and provider claims within stipulated TAT’s
• Managing the different channels through which claims are received
• Cross referencing of emails received from members and providers for further processing
• Any other tasks as allocated

YOUR PROFILE

• You speak and write fluent English
• You are accurate and pays attention to detail.
• You are organized
• You have excellent time management skills
• You can deal with confidential information with the utmost discretion.
• You can accurately handle large quantities of paper and electronic documents
• You are able to prioritize set tasks accordingly
• You are able to work under pressure
• You have a can do attitude
• You are a team player
• You have graduated with a Diploma or Degree from a recognized institution.

OUR OFFER

• A challenging job in an international and growing enterprise.
• A dynamic, young and entrepreneurial company culture that values and stimulates initiative.
• Market – related salary conditions.

Claims Supervisor

The role:

• The position will report to the department senior supervisr and leading a team of c. 15 staff who will report directly to you. 
• Your role will be broader than the day to day management of the operation – your agile, customer centric mindset will ensure that you contribute to our overall operations strategy, identifying opportunities to enhance the service proposition and improve the efficiencies and productivity of your teams.

What you’ll do:

• Review and assess inventory levels coordinating daily allocations and planning ahead to maximise staffing levels to maximise results. 
• Ensure that productivity, quality and customer satisfaction, are managed within own team and motivation of the individuals and team to achieve the operational KPI’s 
• Monitor inventories and customer feedback to anticipate potential problems and bringing creative solutions to address the short term need, understanding and implementing improvements for the future  
• Actively develop team members through ensuring suitable training and development plans are in place conducting training analysis if required 
• Conduct regular staff check-in’s, ensuring goals are in place and monitored, performance is reviewed and recognised and career development discussed 
• Engage, motivate and inspire individuals through keeping focus on employee engagement 
• To develop effective relationships and communications with internal and external customers to ensure a highly engaged seamless delivery of service. Actively encourage all team members to do likewise 
• Create a positive and motivated environment for the team, engaged on delivering for the customers  
• Support projects and initiatives being proactive in seeking new ideas and ensuring the customers’ requirements are accounted for whist delivering efficient operational change  
• To produce meaningful, accurate management reports and statistical information  
• Respond to any complaints and address underlying issues promptly

What you’ll bring:

• Preferably 1 to 2 year’s experience of managing and coaching a team  
• Leadership skills to motivate and develop others 
• Proven track-record of understanding and delivering customer needs within a fast paced service industry 
• Experience in developing high performing teams and individuals 
• Excellent negotiation, presentation and influencing skills 
• Sound analytical skills and ability focus on detail
• Experience in leading through change 
• Experience in improving processes  
• Involvement in initiatives and projects desirable 
• Proficient in the use of Spreadsheets, word-processing and associated office IT Skills 

General Clerk Associate Representatives/Administrative Assistants

YOUR JOB

You are responsible for organising efficiently and processing correctly the flow of incoming and outgoing documents (paper and electronic): letters, faxes, claims, payment letters, etc.  Some of your tasks include:

• Receiving and documenting claims.
• Sorting, processing and vetting of claims first hand for claims payment.
• File management and classification of data.
• Electronic transfer of received claims to the various platforms.
• Triaging the flow between members and provider claims.
• Processing member and provider claims within stipulated TAT’s 
• Managing the different channels through which claims are received
• Cross referencing  of emails received from members and providers  for further processing 
• Any other tasks as allocated

YOUR PROFILE

• You speak and write fluent English
• You are accurate and pays attention to detail.
• You are organized
• You have excellent time management skills
• You can deal with confidential information with the utmost discretion.
• You can accurately handle  large quantities  of paper and electronic documents
• You are able to prioritize set tasks accordingly
• You are able to work under pressure
• You have a can do attitude
• You are a team player
• You have graduated with a Diploma or Degree from a recognized institution.

OUR OFFER

• A challenging job in an international and growing enterprise.
• A dynamic, young and entrepreneurial company culture that values and stimulates initiative.
• Market – related salary conditions.

Apply Now