Company Address: Address Antwerpen

Provider Services – Inquiries Supervisor

As Supervisor you will support the Provider Relations Lead in managing a team of provider service agents.

Your team will be based in Europe and Philippines and will be a mix of Cigna employees and BPO employees who deliver core services to our internationally contracted providers, via email & phone.

Provider Services it’s a global team in its essence: you will have the chance to collaborate with peers in Europe, in the US, Asia and Africa alike! The provider services organization is new, therefore it’s key for any new contributor the engagement to the mission!

Your role includes:

Team performance management: motivating individuals and teams collectively to achieve agreed work output targets covering productivity, quality and provider satisfaction and take any corollary action of performance management where needed.
BPO performance management
Support the creation of the processes for the team along with the set up of the new structure
Being responsible for the monitoring and follow up and management of the Provider Services KPIs (daily monitoring, weekly and monthly reporting)
Being responsible to organize the call schedule to ensure that there is a 24/7 coverage to our provider requests
Lead the team in a fast pace changing environment: ensure strong employee engagement within the team, including day to day oversight, motivation, conflict management, training, well being and performance by providing coaching and skill development
Promote a culture of continuous improvement where you drive the improvements, follow up on them until they are implemented and you measure their effectiveness afterwards
Proactive escalation of risks to your Manager in the field of Provider escalations, SLA achievement, people management

Your profile would be :

Minimum of 1 year experience as a people manager of an operational front desk
Experience in Contact Center is highly valued
A previous experience with a CRM tool such as Salesforce, or any planning tool
Experience with management of remote/virtual teams
You make data-driven assessments and decisions, you understand different operational and service metrics within Cigna and use them on a daily basis to articulate proposals & decisions
You’re tech-savvy, proficient at Excel and Microsoft Office and Call management tools (Avaya, Cisco etc)
You have a growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives

Apply via :

cigna.wd5.myworkdayjobs.com

October 30, 2024
Customer Service Representative

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/French or knowledge of other international languages is a PLUS
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

Apply via :

cigna.wd5.myworkdayjobs.com

October 30, 2024
Claims Representative

Main Duties/Responsibilities:

Adjudicate international medical/dental and vision claims in accordance with policy terms and conditions to meet personal and team productivity and quality goals.
Monitor and highlight high cost claims and ensure relevant parties are aware.
Monitor turn around times to ensure your claims are settled within required time scales, highlighting to your Supervisor when this is not achievable.
Respond within the time commitment given to enquiries regarding plan design, eligibility, claims status and perform necessary action as required, with first call resolution where possible.
Interface effectively with internal and external customers to resolve customer issues.
Identify potential process improvements and make recommendations to team senior.
Actively support other team members and provide resource to enable all team goals to be achieved.
Work across European business in line with service needs.
Carry out other adhoc tasks as required meeting business needs.

Experience Required:

Customer focused with ability to identify and solve problems.
Ability to meet/exceed targets and manage multiple priorities.
Proficient in Microsoft Office applications.
Preferred if English and Arithmetic qualification gained.
Experience in medical administration, claims environment or Contact Centre environment is advantageous but not essential.

Skills:

Must possess excellent attention to detail, with a high level of accuracy.
Strong interpersonal skills with good verbal and written communication to internal and external clients.
Strong customer focus with ability to identify and solve problems.
Ability to work under own initiative and proactive in recommending and implementing process improvements.
Ability to organise, prioritise and manage workflow to meet individual and team requirements
Ability to exercise judgement.

Apply via :

cigna.wd5.myworkdayjobs.com

October 30, 2024
IAM Control Operations Analyst

Mission Statement

At Cigna, we’re more than a health insurance company. We’re a global health service company. Identity and Access Management is an integral part of IT whose mission is to enforce the principle of Least Privilege through regular Reviews and other Technical Access Controls while preserving Compliance for testing by external auditors.

Essential Duties and Responsibilities

The Identity Governance Management Analyst will be responsible for the design, development, and execution of Identity Access Reviews, Entitlement Management, and RBAC. Access Controls are operated to enforce the principle of Least Privilege and meet stringent regulatory requirements. These controls are tested by external auditors for accuracy and completeness which requires flawless and consistent execution. The Identity Governance Management Analyst will also be responsible for building and presenting control execution evidence to auditors while looking for opportunities to improve control execution for improved completeness, accuracy, and efficiency.
You will work from our Nairobi offices, in close collaboration with team members in the UK and Kuala Lumpur. We expect you to work at least 40% from a Cigna office, the rest of the time you can work from home.
You will be involved in the transition from RSA Lifecycle and Governance to Saviynt Cloud.

Responsibilities include, but are not limited to, the following:

Assess authentication and authorization schemas with application/system (SME) Subject Matter Experts.
Educate system SMEs on the regulatory eco-system and communicate how individual applications and systems interact with each other.
Assist systems owner SMEs in the identification of regulatory scope in their environment. This includes but is not limited to identifying environments, servers, user population, system functions, and permissions.
Document positive and negative attestation of system scope.
Document in-scope accounts and their effective permissions in preparation for Access Reviews.
Analyze the business need of current accounts and effective permission sets.
Support the design, implementation, and use of Entitlement Management capabilities in Access Management tools.
Upload system data into Identity Governance tools. (Identity what data is uploaded. Validate the correctness of the data. Check frequency data gets renewed.)
Execute Access Reviews manually and within Identity Governance tools. Manage user, privileged, and Service Accounts
Support provisioning and termination controls
Document and maintain Standard Operating Procedures

Job Specific Core Competencies

Hands-on experience in Identity and Access Management tools such as Saviynt and RSA Lifecycle and Governance, CyberArk, and Active Directory
Experience with application entitlements and Role Based Access Controls
Knowledge/Experience in SOX/SOC1/SOC2 Compliance Controls and information security best practices
Experience with soliciting and documenting detailed business/audit requirements
Basic experience working in the fields of Identity and Access Management and Privileged Access Management.
Active Directory
SQL – Oracle
Okta
Familiar with managing stories on Jira boards
Excellent written and verbal communication skills with a customer focus. Ability to work with a variety of internal and external stakeholders
Supportive, customer focused
Reporting and documentation
Proactive and positive mindset

Education/Experience Requirements

Education

Bachelor degree in Computer Science, Cyber Security, Information Technology, Information Sciences, or equivalent educational or professional experience and/or qualifications

Work Experience

2 years experience in all aspects of computer operations or an equivalent combination of education and work experience
Preferred: 2-4 years in developing, implementing, and/or operating IAM systems and controls

Apply via :

cigna.wd5.myworkdayjobs.com

October 30, 2024
Customer Service Representative – Portuguese Speaking

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 and Portuguese written and oral communication skills 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

Apply via :

cigna.wd5.myworkdayjobs.com

October 30, 2024
Customer Service Representative – Arabic Speaking

Description

Arabic Speaking Customer Service Representative (Calls and Email Team)
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/ Bachelor’s degree or equivalent
Must have excellent English and Arabic 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 or evening)
During public holidays

Apply via :

cigna.wd5.myworkdayjobs.com

October 30, 2024
Provider Claims Intake Administration Senior Supervisor Customer Service Representative Portuguese Speaker General Clerk Associate Representative Claims Supervisor General Clerk Associate Representatives/Administrative Assistants

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

go to method of application »

Use the link(s) below to apply on company website.

Apply via :

October 30, 2024
Senior Case Management Supervisor Receptionist / Administrative Services Senior Representative

YOUR JOB

Motivate individuals and team collectively to achieve agreed work output targets covering productivity, quality and customer/provider satisfaction
Recommend and implement innovative strategies to ilig all three different segments, improve efficiency and provide excellent customer service.
Be proactive in identifying improvement/enhancement opportunities and active in seeking and sharing ideas for innovation in business processes within the Integrated Health Team and other operations; recommend and implement innovative strategies to improve efficiency within the pre-authorization and care coordination process and provide excellent customer service, including to members, clients, but also health care providers.
Ensure strong employee engagement within the team, including day to day oversight, motivation, conflict management, training, well being and performance
Performed quarterly check-in and career development talks. Ensure appropriate performance management actions are taken
Proactively address and/or escalate any risks.
Develop/maintain proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service. Actively encourage all team members to do likewise.
Produce, review and interpret reporting and data in line with formats and timescales agreed with management, including trending and enhancement activities with quantification of operational impacts.
Ensure work planning is complete and be first line of approval for holidays within your team. Lies with other supervisors and manager for find approval.
Escalation point for complex cases a, complaint and financial verification and exceptional payment
Key contact with Teladoc for escalated cases
Handle complex complaint cases, perform root cause analysis and report to CCM team manager.

YOUR PROFILE

Minimum of three years experience in an operational team
Active language knowledge of at least English; any additional language is a plus
Experience and/or interest in coaching, managing, developing and motivating individuals
Experience in complaint management – with a proven track record in improving customer service standards
A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives.
Excellent interpersonal skills: strong empathy and listening skills
Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members
Action-orientated problem-solving skills
Excellent organization, planning and prioritization skills
Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues
Personal flexibility and adaptable to change
Results oriented– ability to define goals, establish plans and manage work to achieve desired outcomes. Creates meaningful business related metrics and tracks progress/results.
Accountability – assumes ownership for achieving personal results and collective goals
This is a band 3 higher function

go to method of application »

Use the link(s) below to apply on company website.

Apply via :

October 30, 2024
Operational Trainer

Main duties/Responsibilities:
Delivery & Facilitation- 80%:

Deliver priority inductions, upskill training, and project related training classes.
Deliver soft skill programs and learning impacts from projects as defined by the Learning and Development Manager.
Ensure product and technical skills training are results oriented and customer-centric in both design and delivery. Ensure that it adequately meets the needs of enabling operational staff to quickly become effective in their roles.
Assess all new recruits, liaising with management over the transition of trainees into operational teams.
Work closely with HR to appropriately manage all trainees not performing to required standards.

Instructional Design & Performance Consulting- 20%:

Partner with operations to assess training needs and implement appropriate solutions.
Maintain operations induction curriculum.
Update training materials based on policy and procedural changes.
Perform ongoing validation of learning objectives and performance based assessments within programs.
Assist colleagues within the team on training project design.

Scope and Dimensions

Reporting directly to the EMEA Senior Learning Supervisor.
No direct line management responsibilities.
EMEA Learning and Development Team

YOUR PROFILE:
Experience and knowledges required:
Languages:

English: C1 level written and spoken.

Knowledges:

In-depth knowledge of healthcare processing claims systems and call handling systems.
Ability to impart knowledge and develop skills to others.
Experience of training design, delivery and evaluation preferable.
Excellent presentation skills with ability to present information in a confident, creative and interactive manner.
Ability to provide constructive feedback; work patiently and effectively with trainees of different experience levels, learning styles and cultural diversity.
Ability to research, develop and implement new training and development programs.
Ability to work independently and make effective decisions; coordinate multiple tasks and work effectively as a team member.

Preferred experience/education/professional qualifications:

Previous training experience or certifictaion
Coaching experience or certification

Apply via :

cigna.wd5.myworkdayjobs.com

October 29, 2024
IAM Control Operations Analyst

Mission Statement

At Cigna, we’re more than a health insurance company. We’re a global health service company. Identity and Access Management is an integral part of IT whose mission is to enforce the principle of Least Privilege through regular Reviews and other Technical Access Controls while preserving Compliance for testing by external auditors.

Essential Duties and Responsibilities

The Identity Governance Management Analyst will be responsible for the design, development, and execution of Identity Access Reviews, Entitlement Management, and RBAC. Access Controls are operated to enforce the principle of Least Privilege and meet stringent regulatory requirements. These controls are tested by external auditors for accuracy and completeness which requires flawless and consistent execution. The Identity Governance Management Analyst will also be responsible for building and presenting control execution evidence to auditors while looking for opportunities to improve control execution for improved completeness, accuracy, and efficiency.
You will work from our Nairobi offices, in close collaboration with team members in the UK and Kuala Lumpur. We expect you to work at least 40% from a Cigna office, the rest of the time you can work from home.
You will be involved in the transition from RSA Lifecycle and Governance to Saviynt Cloud.

Responsibilities include, but are not limited to, the following:

Assess authentication and authorization schemas with application/system (SME) Subject Matter Experts.
Educate system SMEs on the regulatory eco-system and communicate how individual applications and systems interact with each other.
Assist systems owner SMEs in the identification of regulatory scope in their environment. This includes but is not limited to identifying environments, servers, user population, system functions, and permissions.
Document positive and negative attestation of system scope.
Document in-scope accounts and their effective permissions in preparation for Access Reviews.
Analyze the business need of current accounts and effective permission sets.
Support the design, implementation, and use of Entitlement Management capabilities in Access Management tools.
Upload system data into Identity Governance tools. (Identity what data is uploaded. Validate the correctness of the data. Check frequency data gets renewed.)
Execute Access Reviews manually and within Identity Governance tools. Manage user, privileged, and Service Accounts
Support provisioning and termination controls
Document and maintain Standard Operating Procedures

Job Specific Core Competencies

Hands-on experience in Identity and Access Management tools such as Saviynt and RSA Lifecycle and Governance, CyberArk, and Active Directory
Experience with application entitlements and Role Based Access Controls
Knowledge/Experience in SOX/SOC1/SOC2 Compliance Controls and information security best practices
Experience with soliciting and documenting detailed business/audit requirements
Basic experience working in the fields of Identity and Access Management and Privileged Access Management.
Active Directory
SQL – Oracle
Okta
Familiar with managing stories on Jira boards
Excellent written and verbal communication skills with a customer focus. Ability to work with a variety of internal and external stakeholders
Supportive, customer focused
Reporting and documentation
Proactive and positive mindset

Education/Experience Requirements
Education

Bachelor degree in Computer Science, Cyber Security, Information Technology, Information Sciences, or equivalent educational or professional experience and/or qualifications

Work Experience

2 years experience in all aspects of computer operations or an equivalent combination of education and work experience
Preferred: 2-4 years in developing, implementing, and/or operating IAM systems and controls

Apply via :

jobs.thecignagroup.com

October 29, 2024