Customer Service Representative

2 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia The Cigna Group Full time
Providing customer services for international claims for the reimbursement of medical expenses for the unit's dedicated contracts.

  • Rsponding to incoming queries to the Communication System in an appropriate and timely manner. Appropriate responses may require indepth analysis and involve expert advice (Medical Consultant, Account Manager, Network Manager, Legal Advisor etc). An appropriate response is correct, clear, concise and customerfriendly.
  • Answering incoming overflow calls from the COCE for dedicated contracts, or those escalated by the COCE for expert advice.
  • Taking ownership of difficult or highvalue files.
  • Following up on the individual workload and taking appropriate action when agreed targets are not met.
  • Proactively 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 cooperative and friendly working environment.
  • You have a master degree or equal through experience.
  • You have good knowledge of English (both spoken and written), additional languages such as (Thai, Mandarin & Spanish) are required.
  • Medical terminology
  • Use of necessary reference works
  • Written skills: conveys messages in clear language, paying attention to accent/circumstances
- and appropriate style.

  • Customerfocused: communicates empathically.
  • Skilled decisionmaker: 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.
  • Teamplayer: enjoys working as part of a team.
  • Discrete: exercises utmost discretion when dealing with confidential (medical) information.

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.

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