Main Responsibilities<\/p>\n
You are responsible for client communication for designated account relationships and contracts. This includes responding to clients in a timely manner, providing complete and accurate information in one go.<\/p>\n
KEY AREAS:<\/p>\n
\tManage day-to-day communication with clients and insurers through various channels (Email, Phone, and Letter), with Emails and Calls being the primary channels.
\n\tAs part of a hybrid team, handle customer interactions via both Emails and Calls simultaneously, multitasking based on inflow and daily planning requirements.
\n\tContribute to using the most efficient communication channels (phone, email, letter).
\n\tCoordinate and ensure follow-ups for assigned contracts\/clients.
\n\tAnswer client calls, provide necessary information, log the call in the system, and respond via email immediately instead of reassigning the task to the queue.
\n\tFollow up on personal queue for cases where replies have been received.
\n\tTake ownership of assigned emails and complete necessary actions before end of business.
\n\tMonitor queues to ensure no calls are left unanswered or abandoned.
\n\tReview medical reports submitted by clients to determine if an Initial Letter of Guarantee can be approved for the provider.
\n\tVerify completeness of reimbursement documents before assigning cases to the Claims Team.
\n\tMaintain accurate records and filing.
\n\tProactively optimize workflows to achieve set targets.
\n\tTranslate communications, medical reports, or other documents if needed.
\n\tWork according to priorities indicated in the work plan to meet KPIs (ASA, TAT, NPS, etc.).
\n\tHandle complaints, analyze root causes, and identify improvements to enhance customer satisfaction.<\/p>\n
Relations to other positions<\/p>\n
\tAssist Supervisors and Senior Supervisors with tasks such as preparing presentations, analyses, and statistics.
\n\tProvide necessary information to involved parties: clients, insurers, International Customer Services, Finance, Accounting, Marketing, and Communication.
\n\tContribute to maintaining a cooperative and friendly working environment.
\n\tInform Supervisors and Senior Supervisors of problems and inefficiencies.<\/p>\n
Required skills and qualifications<\/p>\n
Education:<\/p>\n
\tBachelor\u2019s degree or equivalent experience. Studies in Translation, Interpreting, or Foreign Languages are highly valued.
\n\tMinimum one year of experience in a related field (Customer Service – handling calls and responding to client emails).<\/p>\n
Specific Knowledge:<\/p>\n
\tPrimary language will be English: Fluency in German, French, or Spanish is highly preferred and considered a strong advantage.<\/p>\n
Soft Skills:<\/p>\n
\tDecision-making: Able to take appropriate action on allocated files based on available information and communicate decisions clearly in writing.
\n\tExcellent communication skills.
\n\tAccuracy: Works precisely when providing information via email.
\n\tDiscipline: Adheres to procedures, agreements, and document flows.
\n\tEfficiency: Balances quality and quantity effectively.
\n\tTeam player: Works well in a team and provides constructive feedback.
\n\tComputer proficiency: Quickly learns and uses office applications.
\n\tDiscretion: Handles confidential (medical) information responsibly.<\/p>\n
Working Requirement:\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/p>\n
\tAbility to work rotational shifts during weekdays, weekends, and public holidays.
\n\tShift rotation: Monday to Sunday, 5 days a week, 9 hours per day.
\n\tShifts range from early (e.g., 7:00 AM \u2013 5:00 PM) to late (e.g., 3:00 PM \u2013 2:00 AM).
\n\t5 working days with 2 days off per week.
\n\tWillingness to volunteer for overtime during off days, holidays, and after working hours.
\n\tAbility to work from home and office with a high-speed dedicated Wi-Fi connection (mandatory).<\/p>\n
Apply Through:<\/p>\n
cigna.wd5.myworkdayjobs.com<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/cigna.wd5.myworkdayjobs.com","_company_name":"Cigna","_company_website":"https:\/\/www.cignahealthbenefits.com","_company_tagline":"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 - head... read morequartered in Belgium - focuses on the needs of International Organisations. This unit is specialised in servicing customers in remote areas as well as central hubs with five service centres in each time zone (Miami, Antwerp, Madrid, Nairobi and Kuala Lumpur) and local representations on every continent. When you work at Cigna, you can count on a different kind of career. >> Why join us? Healthy careers Cigna gives you the opportunity to grow and develop professionally and personally. Because we know our success begins with yours. Healthy returns We offer you monetary and non-monetary rewards. Our compensation is differentiated among employees based on responsibilities and performance. Healthy culture We stand for a work environment that includes the beliefs, values, norms, and management style of our company. Communication is key to our culture. Healthy life We show commitment to our employees\u2019 health, well-being and security, with a strong focus on wellness.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[710,693,717],"job-types":[687],"class_list":{"0":"post-89462","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/89462","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=89462"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=89462"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=89462"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=89462"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}