Customer Service Representative

RESPONSIBILITIES AND DUTIES
-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.

Requirements
-You have a master degree or equal through experience.
-You have good knowledge of English (both spoken and written),
-Knowledge of Medical terminology
-Use of necessary reference works
-Knowledge of Microsoft Office and proprietary IT applications
-Written skills: conveys messages in clear language, paying attention to accent/circumstancesand appropriate style.
-Customer-focused: communicates empathically.
-Skilled decision-maker: takes the right action on allocated files based on the information available.
-Accurate: works accurately by giving complete and correct answers
-Responsible: ensures that assigned contracts are followed up in a diligent, timely and accurate manner.
-Disciplined: follows procedures, agreements and document flows correctly.
-Efficient: able to strike the right balance between quality and quantity.
-Team-player: enjoys working as part of a team.
-Computer-literate: quick to learn current office applications and Cigna International in-house systems..
-Discrete: exercises utmost discretion when dealing with confidential (medical) information.