Jobs Kenya

Company Address: Address Antwerpen

  • Customer Service Representative GEH

    Customer Service Representative GEH

    Our customer service team manages customer-queries through different communication channels (mainly email and phone) providing timely resolutions and pleasant customer experiences.
    The Role & Responsibilities:
    We are currently looking for a customer service representative (CSR) to join our young and dynamic team. The responsibilities of the role include (but are not limited to):

    Managing day to day queries from Cigna’s customers whilst putting the service experience at the center of all activities
    Adhering to the productivity and quality standards set by the management team.
    Taking full ownership of all cases and following through up to the end. When required, scheduling follow-ups to keep the customer in the know regarding the progress of their query
    Keeping comprehensive records of all customer interactions in the customer relationship management (CRM) tool
    Handling and processing of medical reports and other highly confidential information in line with all relevant data privacy guidelines (GDPR in particular)
    Obtaining & maintaining expert knowledge about all relevant tools, processes and documentations, but seeking advice from supervisors and higher management when needed
    Liaising with other department where required for the resolution of a query (claims analysts, medical advisers, finance department etc.)

    What we are looking for:
    Education & Work experience:

    Previous Customer Service Experience desired (ideally Contact Center, Reception or similar)
    Good knowledge of MS Office and ability to learn new software applications quickly
    Active knowledge of English is a must (C1 level or higher)
    Knowledge of other languages is a plus.

    Other skills and characteristics of a successful candidate:

    Decision-making ability: Quickly understands new situations and takes the right decisions for a fast and accurate resolution of incoming requests. Ability to navigate ambiguity
    Communication: Excellent Communication skills both with colleagues and external customers. The ability to emotionally connect with customer in distress is highly desirable
    Accuracy: High attention to details and a desire to work faultlessly
    Efficiency: Ability to work quickly through customer requests maintaining high quality standards
    Team player: Embraces and promotes a co-operative and friendly work-environment in an international and inclusive team
    Discreet: works discreetly with confidential (medical) information
    High resilience to work under pressure & ability to multi-task.

    Apply via :

    jobs.thecignagroup.com

  • Business Development Manager

    Business Development Manager

    As a member of our Business Development team, you will develop, implement and manage the strategy to grow our international portfolio profitably and achieve significant market share. This is both a challenging and exciting opportunity which requires you to develop a detailed understanding of every aspect of the local and international business and work with all our departments.The successful candidate will report directly to the Director of Business Development – Cigna Africa and will be responsible for establishing and managing a distribution network of brokers/consultants and strategic partners to ensure profitable growth.
    Main duties/Responsibilities                                                                           

    Generate and follow up new business leads to meet Business Development and profitability targets in line with overall strategy;
    Develop proactive strategy, with regular reviews, maximising specific business opportunities as they arise;
    Assess prospective clients’ existing insurance arrangements to identify and develop new business opportunities;
    Build up and maintain distribution network of brokers/consultants and strategic partners;
    Keep abreast of all developments in the market both client and competitor-related, contributing to new product development/business initiatives accordingly;
    Liaise with other Cigna offices to develop cross sell opportunities;
    Liaise with internal departments in line with established procedures to generate growth opportunities whilst maintaining a high level of service;
    Participate in key projects as may be required
    Accurate data base management of prospective clients and opportunities by means of CRM software (SFDC).

    Business Development Management Skills

    Minimum 5 years of experience of Business Development in the insurance or healthcare sector
    Excellent communication skills, written and verbal – 2nd European language a benefit
    Ability to communicate complex concepts in a clear and concise fashion.
    Ability to research, prepare and deliver client presentations in a range of formats and settings.
    Effective relationship builder
    Integrity, honesty, and a demonstrated capacity to take, stand and defend own position.
    Excellent time management and project management skills
    Excellent presentation skills
    Experience in MS Office Suite
    Fast thinker/problem solver with the ability to work in fast-paced environments
    Team player, able to partner and collaborate with a large number of organizations and functions at all levels
    Attention to detail
    Business Development experience in the health insurance market, preferably with international exposure.
    Experience in corporate Employee Benefits (group healthcare insurances) is essential.
    Ability to work independently to achieve ambitious new business targets.
    Numeracy and ability to analyse statistical information
    High level consultative Business Development/Negotiation/Influencing
    Highly Self-motivated, effective goal setting
    Regulatory awareness

    All Business Development Managers (in addition to above):

    Knowledge of processes, procedures and systems
    Excellent business/product knowledge
    Coaching skills
    Organisational skills
    Influencing skills
    Supervisory skills
    Leadership and management skills

    Apply via :

    jobs.thecignagroup.com

  • Business Development Manager Recruiting Analyst

    Business Development Manager Recruiting Analyst

    Purpose of the job/key objective
    As a member of our Business Development team, you will develop, implement and manage the strategy to grow our international portfolio profitably and achieve significant market share. This is both a challenging and exciting opportunity which requires you to develop a detailed understanding of every aspect of the local and international business and work with all our departments.The successful candidate will report directly to the Director of Business Development – Cigna Africa and will be responsible for establishing and managing a distribution network of brokers/consultants and strategic partners to ensure profitable growth.
    Main duties/Responsibilities                                                                           

    Generate and follow up new business leads to meet Business Development and profitability targets in line with overall strategy;
    Develop proactive strategy, with regular reviews, maximising specific business opportunities as they arise;
    Assess prospective clients’ existing insurance arrangements to identify and develop new business opportunities;
    Build up and maintain distribution network of brokers/consultants and strategic partners;
    Keep abreast of all developments in the market both client and competitor-related, contributing to new product development/business initiatives accordingly;
    Liaise with other Cigna offices to develop cross sell opportunities;
    Liaise with internal departments in line with established procedures to generate growth opportunities whilst maintaining a high level of service;
    Participate in key projects as may be required
    Accurate data base management of prospective clients and opportunities by means of CRM software (SFDC).

    Business Development Management Skills

    Minimum 5 years of experience of Business Development in the insurance or healthcare sector
    Excellent communication skills, written and verbal – 2nd European language a benefit
    Ability to communicate complex concepts in a clear and concise fashion.
    Ability to research, prepare and deliver client presentations in a range of formats and settings.
    Effective relationship builder
    Integrity, honesty, and a demonstrated capacity to take, stand and defend own position.
    Excellent time management and project management skills
    Excellent presentation skills
    Experience in MS Office Suite
    Fast thinker/problem solver with the ability to work in fast-paced environments
    Team player, able to partner and collaborate with a large number of organizations and functions at all levels
    Attention to detail
    Business Development experience in the health insurance market, preferably with international exposure.
    Experience in corporate Employee Benefits (group healthcare insurances) is essential.
    Ability to work independently to achieve ambitious new business targets.
    Numeracy and ability to analyse statistical information
    High level consultative Business Development/Negotiation/Influencing
    Highly Self-motivated, effective goal setting
    Regulatory awareness

    All Business Development Managers (in addition to above):

    Knowledge of processes, procedures and systems
    Excellent business/product knowledge
    Coaching skills
    Organisational skills
    Influencing skills
    Supervisory skills
    Leadership and management skills

    go to method of application »

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

    Apply via :

  • Broker Support Nurse Case Manager

    Broker Support Nurse Case Manager

    Key Responsibilities :

    Ensure that all intermediary requests, queries, complaints are dealt with in accordance with the standards laid down by Cigna Insurance Middle East S.A.L
    Provide a dedicated and comprehensive service to the intermediaries and acting as the primary escalation point of contact for intermediaries within the assigned portfolio and deliver the highest level of service and care.
    Maintain effective relationships with colleagues and key stakeholders (Internal / External) to ensure that service objectives are met.
    Collaborate with different departments in Cigna to come up with ‘best’ solution to client’s issues or suggestions.
    Maintain appropriate and accurate records of broker interactions, discussions, broker-visit

    Qualifications

    Bachelor’s degree required
    Excellent English written, oral communication and Presentation skills, Arabic is a plus
    Reporting skills
    Exceptional organizational and time-management focus
    Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
    2+ years of customer service experience managing people, reporting, analyzing and solving customer problems required; call center experience a PLUS
    Ability to perform in a high volume, fast paced work environment
    Proven ability to work independently as well as a productive member of a team
    Proficiency in Microsoft Office Suite; high level capacity to multitask independently and on a computer

    go to method of application »

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

    Apply via :

  • Intake Care Representative

    Intake Care Representative

    YOUR JOB 

    You are a member of the Integrated Health Team, servicing the International Organisations.   More specifically you’ll take part in the CARE team, a team of non-clinically trained staff, and close work together with the CARE teams worldwide (Antwerp – Madrid – Kuala Lumpur – Singapore –  Greenock – Nairobi)
    You are responsible for the timely sending of all Guarantees of Payments together with your colleagues.  The Guarantee of Payment is a confirmation towards the hospital regarding length of admission, treatment and insured amount.  To be able to provide this confirmation,  the following steps are necessary:
    You analyse requests for medical treatments and hospitalizations.  You verify the patient’s extent of cover, our relationship with the provider, the need for medical review and the costs.  You monitor the file from an administrative perspective and work in close cooperation with the Care Coordinators and Case Managers.
    You have frequent contacts with medical providers and individual insured, mainly by phone, to obtain all necessary information.
    You are the focal point of contact for hospitals regarding all their questions related to the Guarantee of Payment.
    All our clients and medical providers are internationally located.  Therefore you manage the English language well, both spoken and written. 

    YOUR PROFILE

    You are fluent in English, both spoken and in writing.  Knowledge of other languages (French, Spanish, German) are desirable.
    You have an analytical mind.
    You work in an accurate and independent way.
    You can work against deadlines.
    You are stress resistant.
    You are a team player.
    Work experience in a medical environment is a plus, though not required.

    Apply via :

    jobs.thecignagroup.com

  • Customer Service Representative – French

    Customer Service Representative – French

    Responsibilities
    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 Bachelor’s degree or equivalent
    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)
    During public holidays

    Apply via :

    jobs.thecignagroup.com

  • French & Arabic Speaking Registered Nurse

    French & Arabic Speaking Registered Nurse

    Major responsibilities and desired results:

    Uses clinical knowledge to assess diagnosis and treatment plans and goals, and identifies gaps in care or risks for readmission or complications.

    Wil work across IO, GEH and GIH segments
    Manages/coordinates an active volume of cases by providing information, navigation and coordination to customers worldwide.
    Works with a multicultural population and is constantly aware of the cultural differences among that population.
    Establishes patient centric goals and interventions to meet the member’s needs
    Interfaces with the member, family members/caregivers, and the healthcare team, as well as internal matrix partners.
    Balances business needs with patient advocacy
    Assesses member’s health status and treatment plan and identifies any gaps or barriers to healthcare.
    Visit providers to manage and coordinate care for customers by reviewing medical and claim information, ensure compliance with approved services and fees and discuss cases with hospital staff and physicians.
    Establishes a documented patient centric case management plan involving all appropriate parties (client, physician, providers, employers, etc), identifies anticipated case results/outcomes, criteria for case closure, and promotes communication within all parties involved.
    Work with Cigna physicians to evaluate complex cases and receive appropriate clinical expertise on diagnosis and treatment plans
    Responsible for delivering to customers clinical programs including case management, chronic condition management, lifestyle coaching, pre assignment assessment and any other program delivered by global clinical operations.
    Coordinate care with other nurses from other regions around the world when a need for local or regional expertise is important for better care or to comply with regulations
    Maintains accurate workflow and process documents
    Adheres to professional practice within scope of licensure and certification quality assurance standards and all case management policy and procedures
    Participates in unit and corporate training initiatives and demonstrates evidence of continuing education to maintain clinical expertise and certification as appropriate.
    Demonstrates sensitivity to culturally diverse situations, clients and customers.
    Serve as clinical liaison to Clients
    Other duties as assigned

    Minimum requirements:

    Bachelor in Nursing, 3-5 years of clinical experience ideally, in international clinical management
    Demonstrated organizational and leadership skills
    Strong interpersonal and communication skills
    Demonstrates problem-solving and analytical skills.
    Ability to act as an “advocate” for the customer while complying with internal policies and procedures and contractual/legal compliance requirements
    Ability to operate personal computer, proficient with Microsoft office products, call center software, and a variety of software.
    Ability to build solid working relationships with staff, matrix partners, customers and providers
     

    Language requirements:
     

    English, French & Arabic: read, write and speak fluently

    Apply via :

    jobs.cigna.com

  • Customer Service Representative – English speaker

    Customer Service Representative – English speaker

    Description
    Middle East Customer Service Rep (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 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

    Apply via :

    jobs.cigna.com

  • Customer Service Supervisor

    Customer Service Supervisor

    As a supervisor you will manage a team of Customer Service Representatives based in Nairobi, Kenya. You will be reporting to a Senior Supervisor, responsible for different sites. Key to the role is proactive management of global and client KPI commitments and to maximize team performance through developing and coaching the team in order to deliver a high quality and customer centric service offering. 
    Your role includes but is not limited to:

    Accountable to review, assess and predict inventory levels, call-inflow coordinating daily allocations and planning ahead to optimize staffing levels and to maximize operational results.
    Accountable to ensure that your team delivers the expected productivity, quality and customer satisfaction scores both on an individual and on a group level
    Be a role model for a high performance culture and proactively manage performance in the team by taking appropriate actions.
    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 in collaboration with the Customer Service Management Team.
    Embrace and promote change a with positive can-do attitude
    Recommend and implement innovative strategies to improve efficiency and provide excellent customer service
    Being proactive in identifying improvement/enhancement opportunities and be active in seeking and sharing ideas for innovation in business processes.
    Being responsible for follow-up of capacity planning and absences in close cooperation with HR
    Having quarterly check-in conversations with all team members and regular 1:1s
    Taking ownership of escalations and provide updates to the Senior Supervisor on any issues where appropriate.
    Proactively address and/or escalate any operational risks to the Senior Supervisor
    Developing/maintaining proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service.  Actively encourage all team members to do likewise.
    Represent the Organization during client visits, absences, stakeholder meetings, or act as a relationship person towards some our strategic partners.
    Do regular internal auditing for your team members depending on their necessity for feedback and improvements.

    What skills do you need?

    Strong performance track record of achieving KPIs
    International mind-set, with holistic approach. Able to work remotely with peers across locations.
    Striving for excellent service to our members, clients and providers is part of your DNA.
    At least 2 years of experience as a Team Supervisor/ Team Manager in contact center and/or back office teams or relevant leadership experiences in other functions/companies
    Experiences in and passion for coaching, managing, developing and motivating individuals and the team.
    Strong presentation skills, and knowledge of Windows Office tools like Word, Outlook, Excel, PowerPoint etc.
    Strong data analysis skills
    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, strong articulation and communications skills
    Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutions among the team members
    Action-orientated problem-solving attitude
    Excellent organization, planning and prioritization skills
    Results orientated – ability to cascade and explain goals, establish plans and manage work to achieve desired outcomes. Create meaningful business related metrics and track progress/results
    Accountability – assume ownership for achieving personal results and collective team goals
    High resilience to work under pressure

    Apply via :

    jobs.cigna.com

  • French & Arabic Speaking Nurse Case Manager Analyst

    French & Arabic Speaking Nurse Case Manager Analyst

    Major responsibilities and desired results:

    Uses clinical knowledge to assess diagnosis and treatment plans and goals, and identifies gaps in care or risks for readmission or complications.
    Wil work across IO, GEH and GIH segments
    Manages/coordinates an active volume of cases by providing information, navigation and coordination to customers worldwide.
    Works with a multicultural population and is constantly aware of the cultural differences among that population.
    Establishes patient centric goals and interventions to meet the member’s needs
    Interfaces with the member, family members/caregivers, and the healthcare team, as well as internal matrix partners.
    Balances business needs with patient advocacy
    Assesses member’s health status and treatment plan and identifies any gaps or barriers to healthcare.
    Visit providers to manage and coordinate care for customers by reviewing medical and claim information, ensure compliance with approved services and fees and discuss cases with hospital staff and physicians.
    Establishes a documented patient centric case management plan involving all appropriate parties (client, physician, providers, employers, etc), identifies anticipated case results/outcomes, criteria for case closure, and promotes communication within all parties involved.
    Work with Cigna physicians to evaluate complex cases and receive appropriate clinical expertise on diagnosis and treatment plans
    Responsible for delivering to customers clinical programs including case management, chronic condition management, lifestyle coaching, pre assignment assessment and any other program delivered by global clinical operations.
    Coordinate care with other nurses from other regions around the world when a need for local or regional expertise is important for better care or to comply with regulations
    Maintains accurate workflow and process documents
    Adheres to professional practice within scope of licensure and certification quality assurance standards and all case management policy and procedures
    Participates in unit and corporate training initiatives and demonstrates evidence of continuing education to maintain clinical expertise and certification as appropriate.
    Demonstrates sensitivity to culturally diverse situations, clients and customers.
    Serve as clinical liaison to Clients
    Other duties as assigned

    Minimum requirements:

    Bachelor in Nursing, 3-5 years of clinical experience ideally, in international clinical management
    Demonstrated organizational and leadership skills
    Strong interpersonal and communication skills
    Demonstrates problem-solving and analytical skills.
    Ability to act as an “advocate” for the customer while complying with internal policies and procedures and contractual/legal compliance requirements
    Ability to operate personal computer, proficient with Microsoft office products, call center software, and a variety of software.
    Ability to build solid working relationships with staff, matrix partners, customers and providers

    Language requirements:

    English, French & Arabic: read, write and speak fluently

    Apply via :

    jobs.cigna.com