About Cigna

Cigna provides health insurance services around the world. We’re passionate about helping people improve their health, well-being, and sense of security. We started over 200 years ago and we have continued to innovate and expand our territories and services ever since. At Cigna Africa, we focus on the unique needs of clients and their members living and working in every country across the African continent.

What are your main responsibilities?

You are responsible for the client communication for designated account relationships and Contracts.

You are required to response to the client on timely manner providing full and accurate information in one go.

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 certificate

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

About Cigna Healthcare

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.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

• Client communication for designated account relationships and Contracts.
• Respond to clients in a timely manner providing full and accurate information.
• Handle calls and emails, responding to simple and complex inquiries regarding eligibility, cards status, envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information.
• Provide solutions for customers and clients.
• Receive requests by mail, telephone, or in person regarding insurance claims/policies.
• Respond to inquiries from policyholders, clients, brokers and/or others.
• Perform research to respond to inquiries and interpret policy provisions.
• Mail or route claim forms and supporting documentation to various units for final processing.
• Independently respond to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.
• Seek assistance with complex customer services issues when necessary.

• Excellent English written and oral communication skills
• Portuguese written and oral skill
• Exceptional organizational and time-management focus
• Ability to work independently
• Ability to work 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)

• Diploma or bachelor’s degree certificate
• 1+ years of customer service experience analyzing and solving customer problems
• Call center experience (a plus)