Jobs Kenya

Company Address: Address Antwerpen

  • Inception Associate

    Inception Associate

    Key Responsibilities:

     Responsible for the end to end inception of new business for all business lines within European Global Segments
     Perform quality checks on all inceptions data in line with Cigna policies, working closely with Sales Managers to ensure all correct information is received
     Facilitate communication to Sales Managers to ensure complete transparency on the status of inceptions
     Ensure all inceptions data remains compliant with all relevant legislation and Cigna Policies
     Maintenance of relevant sales data and files within Salesforce.com as required
     Ensuring internal processes are followed and turnaround times are consistently adhered to for all activities within the inceptions cycle
     Escalate, manage and resolve any issues
     Building strong working relationship with key brokers, acting as single point of contact for all inceptions activity 
     Perform hand over to Client Managers and Client Executives once inception activities have been completed

    Apply via :

    cigna.wd5.myworkdayjobs.com

  • Case Associate Analyst

    Case Associate Analyst

    MAJOR RESPONSIBILITIES

    Part of a clinical team that provides medical management services to customers worldwide but mainly in Africa region.
    Give evidence-based advice on pre-authorization, considering internationally accepted protocols and local and/or regional customs and regulations.
    Assessing pre-authorization requests claims in line with the policy coverage and medical necessity. 
    Identify and refer cases to the Cigna Clinical team for case management, disease management and other clinical services 
    Assist and support the team in cost containment, assist in projects and service delivery to meet goals. 
    To assist queries from providers and payers via phone calls or e-mails 
    Be fully versed with medical insurance policies for various groups / beneficiaries. 
    Might be required to assist in training colleagues and sharing knowledge. 
    Ability to review, investigate, and respond to external and internal inquires/complaints and provide guidance to other clinical and non-clinical staff related to medical necessity. 
    Assist in fraud detection
    Meeting the defined qualitative and quantitative key performance metrics for the assigned job role. 
    Ensure adherence to the predefined TATs for pre-approvals 
    Achieving required targets assigned by the team leader on daily, weekly, and monthly basis. 
    Ensure compliance to any changes in terms of system parameters or process. 
    Other duties as assigned

    REQUIREMENTS

    University degree of Medical /Nursing specialization with international healthcare experience.  
    2-3 years of clinical experience preferable in a payer setting on medical management.
    Experience in the Africa region & International market
    Fluent in English along with either French, Portuguese or Spanish, any other language is a plus
    Strong interpersonal and communication skills. 
    Must be a computer literate
    Knowledge of utilization, cost containment services, insurance coverage.
    Ability to build solid working relationships with staff, clients, customers, and healthcare providers. 
    Demonstrates pro-active problem-solving and analytical skills 
    Ability to work under pressure and meet tight deadlines 
    Flexible to work on shifts/varying work schedules.

    OUR OFFER

    A challenging job in an international and growing enterprise.
    A dynamic, young and entrepreneurial company culture that values and stimulates initiative.
    Attractive salary conditions with extralegal benefits.

    Apply via :

    cigna.wd5.myworkdayjobs.com

  • Provider Intake Administrative Services Supervisor

    Provider Intake Administrative Services Supervisor

    The Position: 

    We are looking for an enthusiastic, highly motivated and driven individual to join our Operations Team in the role of Provider Claims Intake Administrative Services Supervisor.
    You will be responsible for the supervision of staff on a daily basis ensuring KPI’s are met across the Provider Claims Intake area.   

    Main Duties/Responsibilities:

    Provide visible leadership as part of the management team for the Provider Claims Intake team staff
    People development and performance management through active coaching, clear and constructive feedback and an open management style.
    Manage team resources through planning and leveraging the available talent to optimise team performance
    Engage staff in order to create a dynamic working environment at all levels, leading the team and the processes towards continuous progression while supporting the change journey
    Proactively optimizing the unit’s workflows to achieve set targets.
    Organising and monitoring work flow to ensure TAT targets are achieved and inventory levels are managed.
    Effectively manage the administration process liaising with the SME & Operations Manager about any identified gaps or improvements and proactively contributing to the solution.
    Ensure Quality Audit targets are achieved month on month
    Instrumental in Employee Engagement activity

    Your Profile

    Proven data analytics skills (advanced Excel, Qlikview, Tableau …) 
    Experience with systems like KOFAX, Octopus, Salesforce is a plus
    Excellent networking skills 
    Active language knowledge of at least English (additional languages are a plus)
    Experience in coaching, managing, developing and motivating individuals
    Clear experience in driving a team to achieve excellent customer service results
    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 oriented

    Key Competencies

    Leadership
    Transformation
    Manage ambiguity
    Balances stakeholders
    Organizational Savvy
    Drives Engagement
    Build effective teams
    Tech savvy
    Global perspective
    Data driven

    Apply via :

    cigna.wd5.myworkdayjobs.com

  • Customer Service Representative – Portuguese Speaking

    Customer Service Representative – Portuguese Speaking

    About the job
    We are looking for a Portuguese Speaking Customer Service Representative to join our growing team in Nairobi.
    KEY AREAS:

    Communication management in day-to-day queries of our clients and insurers through different channels (Email, Phone, Letter and Chat). The main communication channel will be Emails and Calls.
    As a Hybrid team, you require to manage customer interactions through Emails and Calls at the same time.  You require to multitask between both channels based on Email and Call inflow and based on the requirements in the daily planning.
    Think about and contribute to using the most efficient communication channels (phone, e-mail, letter)
    Coordinate and ensure follow-ups of the assigned contracts/clients.
    Answering call from client and advising on the necessary information. To log call in the system and respond via email immediately over the call instead of assigning the task back to the queue.
    Follow up on personal queue for the cases where we received reply.
    Taking ownership on the emails assigned and to complete the necessary before end of business.
    Monitoring Queue to see if there is any queued call which require to be answered instead of allowing the call to drop or abandon.
    Check on medical reports submitted by client and see if we can approve Initial Letter of Guarantee to the provider.
    Check if the complete Reimbursement documents has been submitted before assigning case to Claims Team.
    Keep records and filing up to date.
    Pro-actively optimising the unit’s workflows to achieve set targets.
    Translate communications, medical reports or other documents if needed.
    Work according to the priorities indicated in the work plan and in order to keep under track the different KPIs (ASA, TAT, NPS, etc)
    Able to handle complaints and analyze them, identifying root causes that might lead to the improvement of customer satisfaction.

    Qualifications

    Must have a Diploma or Bachelor’s degree or equivalent
    Excellent English and Portuguese 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) and Public Holidays

    Apply via :

    cigna.wd5.myworkdayjobs.com

  • Senior Client Manager International Organizations

    Senior Client Manager International Organizations

    Responsibilities

    Be the primary point of contact and person of trust for your clients
    Monitor swift implementation of new clients/services
    Build client intimacy and maintain excellent working relationships with the various key stakeholders of the client
    Provide consultative guidance to clients
    Maximize client retention by negotiating contract renewals at sustainable rates
    Learn and self-develop continuously through trainings and other learning opportunities
    Participate actively in various internal projects, contributing to organisational strategy and organisational learning
    Pro-actively identify and pursue up- and cross-sell opportunities
    Align the company’s service proposition to the client’s needs while ensuring operational efficiency
    Coordinate complaint and problem resolution with other departments

    Profile/Skills

    5 years experience or more in relationship/account management in Employee Benefits, Financial Services or Consulting, preferably in an international context (ideally with IOs)
    Sound knowledge of Excel, Word, PowerPoint. Experience with Access is a plus
    Strong technical skills including affinity with collation of data and statistical analysis. Ability to do back of the envelope underwriting calculations or legal reasonings.
    Excellent knowledge of English and French. An additional language is a plus (Spanish, German, Arabic)

    Most important competencies for this role

    Excellent communication skills, written and verbal
    Autonomous, strong organisational skills
    Flexible and stress resistant
    Empathic, honest, sincere and authentic
    Sociable: correct, professional and at ease in contact with different stakeholders
    Team player, sense of responsibility and ownership
    Appreciation and respect for different perspectives and cultures
    Listens attentively and responds non-defensively when given advice, instruction, or feedback
    Maintains an open, friendly, and accepting demeanor when interacting with others
    Takes on work and assignments with enthusiasm and a can-do attitude
    Demonstrated ability to manage a considerable crisis or important challenge in an independent and efficient manner
    Demonstrated ability to handle complex clients fully autonomously, while relying on the support of specialised teams in the company, in a sustainable and correct way 
    Pro-active and strategic thinker, taking into account the impact of decisions on the entire business segment (rather than his/her own client portfolio).

    Apply via :

    cigna.wd5.myworkdayjobs.com

  • Senior Client Manager International Organizations

    Senior Client Manager International Organizations

    Responsibilities

    Be the primary point of contact and person of trust for your clients
    Monitor swift implementation of new clients/services
    Build client intimacy and maintain excellent working relationships with the various key stakeholders of the client
    Provide consultative guidance to clients
    Maximize client retention by negotiating contract renewals at sustainable rates
    Learn and self-develop continuously through trainings and other learning opportunities
    Participate actively in various internal projects, contributing to organisational strategy and organisational learning
    Pro-actively identify and pursue up- and cross-sell opportunities
    Align the company’s service proposition to the client’s needs while ensuring operational efficiency
    Coordinate complaint and problem resolution with other departments

    Profile/Skills

    5 years experience or more in relationship/account management in Employee Benefits, Financial Services or Consulting, preferably in an international context (ideally with IOs)
    Sound knowledge of Excel, Word, PowerPoint. Experience with Access is a plus
    Strong technical skills including affinity with collation of data and statistical analysis. Ability to do back of the envelope underwriting calculations or legal reasonings.
    Excellent knowledge of English and French. An additional language is a plus (Spanish, German, Arabic)

    Most important competencies for this role

    Excellent communication skills, written and verbal
    Autonomous, strong organisational skills
    Flexible and stress resistant
    Empathic, honest, sincere and authentic
    Sociable: correct, professional and at ease in contact with different stakeholders
    Team player, sense of responsibility and ownership
    Appreciation and respect for different perspectives and cultures
    Listens attentively and responds non-defensively when given advice, instruction, or feedback
    Maintains an open, friendly, and accepting demeanor when interacting with others
    Takes on work and assignments with enthusiasm and a can-do attitude
    Demonstrated ability to manage a considerable crisis or important challenge in an independent and efficient manner
    Demonstrated ability to handle complex clients fully autonomously, while relying on the support of specialised teams in the company, in a sustainable and correct way 
    Pro-active and strategic thinker, taking into account the impact of decisions on the entire business segment (rather than his/her own client portfolio).

    Apply via :

    cigna.wd5.myworkdayjobs.com

  • Case Management Associate Analyst

    Case Management Associate Analyst

    MAJOR RESPONSIBILITIES

    Part of a clinical team that provides medical management services to customers worldwide but mainly in Africa region.
    Give evidence-based advice on pre-authorization, considering internationally accepted protocols and local and/or regional customs and regulations.
    Assessing pre-authorization requests claims in line with the policy coverage and medical necessity. 
    Identify and refer cases to the Cigna Clinical team for case management, disease management and other clinical services 
    Assist and support the team in cost containment, assist in projects and service delivery to meet goals. 
    To assist queries from providers and payers via phone calls or e-mails 
    Be fully versed with medical insurance policies for various groups / beneficiaries. 
    Might be required to assist in training colleagues and sharing knowledge. 
    Ability to review, investigate, and respond to external and internal inquires/complaints and provide guidance to other clinical and non-clinical staff related to medical necessity. 
    Assist in fraud detection
    Meeting the defined qualitative and quantitative key performance metrics for the assigned job role. 
    Ensure adherence to the predefined TATs for pre-approvals 
    Achieving required targets assigned by the team leader on daily, weekly, and monthly basis. 
    Ensure compliance to any changes in terms of system parameters or process. 
    Other duties as assigned

    REQUIREMENTS

    University degree of Medical /Nursing specialization with international healthcare experience.  
    2-3 years of clinical experience preferable in a payer setting on medical management.
    Experience in the Africa region & International market
    Fluent in English along with either French, Portuguese or Spanish, any other language is a plus
    Strong interpersonal and communication skills. 
    Must be a computer literate
    Knowledge of utilization, cost containment services, insurance coverage.
    Ability to build solid working relationships with staff, clients, customers, and healthcare providers. 
    Demonstrates pro-active problem-solving and analytical skills 
    Ability to work under pressure and meet tight deadlines 
    Flexible to work on shifts/varying work schedules.

    Apply via :

    cigna.wd5.myworkdayjobs.com

  • Senior Case Management Supervisor

    Senior Case Management Supervisor

    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

    Apply via :

    cigna.wd5.myworkdayjobs.com

  • Provider Services – Inquiries Supervisor

    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

  • Customer Service Representative

    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