Cigna is a global health service company, dedicated to helping the people we serve improve their health, well-being and sense of security. Cigna has almost 40,000 employees who service over 80 million customer relationships around the world. Within its international division, a dedicated unit - headquartered in Belgium - focuses on the needs of International...
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- Contents
- Open Jobs
- Customer Service Representative
- Eligibility Representative
- Method of Application
- Job TypeFull Time
- QualificationBA/BSc/HND , Diploma
- Experience1 year
- LocationNairobi
- Job FieldCustomer Care 
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
- 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, evening or night) and Public Holidays
- Job TypeFull Time
- QualificationBA/BSc/HND , Diploma
- Experience
- LocationNairobi
- Job FieldCustomer Care 
International Health, a division of Cigna Healthcare, is a leading provider of group healthcare programmes for employees of large multinational organisations and their families. With our continuing global expansion Cigna has an excellent opportunity for an enthusiastic, highly motivated and driven individual to join our Eligibility Team.
Reporting to the Eligibility Supervisor, you will be responsible for maintaining Cigna’s membership database. You will process requests from internal and external customers reviewing the request and taking the appropriate action, in a timely and accurate manner.
Internal and external clients depend on our accuracy and efficiency when processing client data, so you will be accountable for providing these high levels of service in accordance with the company standards and customer expectations.
- Maintain the membership database, by accurately recording and updating information received
- Ensure all membership updates adhere to policy terms and conditions, as well as legal, compliance and underwriting requirements
- Communicate directly with clients via email and telephone within the agreed service levels
- Monitor productivity to ensure you are always achieving own and team productivity and accuracy goals
Experience Required:
- Database Entry and/or Database Management experience essential
- Experience within a Customer Service environment
- Proficient in Microsoft Word, Excel and Outlook – advanced Excel would be advantageous
- Diploma or Degree certificate required
- Experience from an insurance background preferred
Skills:
- Strong interpersonal skills with excellent written/verbal communication skills
- Must possess excellent attention to detail, with a high level of accuracy
- Must be able to review information and exercise judgement
- Ability to organise, prioritise and manage workflow to meet individual and team production standards
- Ability to work under own initiative
- Customer focussed with developed problem-solving abilities and a proactive approach to proposing/implementing process improvements
- Good analytical skills
- Ability to navigate systems and applications with ease
- Regulatory awareness
- Ability to work within a large team
- Adaptable to change with a flexible approach to supporting team tasks
Method of Application
Use the link(s) below to apply on company website.
