Case Management Associate Analyst

The Cigna Group; Kuala Lumpur; On-site; MYR 50,000 - 84,000; Full time

Job summary

The Cigna Group in Malaysia seeks a CARE Coordination professional to manage IOH care workflows and liaise with health care providers, insured clients, and external partners. The role emphasizes cost containment, accurate documentation, and proactive patient guidance.

You will coordinate cross-border care, support English-language communication, and work with internal teams to ensure high-quality service for international clients.

Qualifications

• Minimum 1 year experience in IOH Care Team and 1 year in current role.
• Strong negotiation skills focused on cost containment while maintaining provider relationships.
• Excellent coordination and communication abilities; accurate and patient-focused.
• Fluent in English; additional languages are an asset.
• Knowledge of Microsoft Office and proprietary IT applications.

Responsibilities

• Communicate with health care providers to obtain medical and administrative information.
• Maintain contact with insured/patients and provide comfort calls.
• Coordinate with client organizations as needed.
• Negotiate high costs with providers and doctors.
• Guide patients to appropriate care givers and explore cost containment opportunities.
• Collaborate with Network, Fraud Waste and Abuse, Clinical Case Management.
• Record cost containment achievements in designated tools.
• Clarify files for authorized parties and issue GOPs in complex cases.
• Coordinate out-of-country care files and evacuations, mainly in Asia.
• Manage English language communication in both spoken and written forms.

Skills

Negotiation

Coordination

Written communication

Customer focus

Accuracy

Discipline

Efficiency

Team player

Discretion

English language

Tools

Microsoft Office

Job description

Job Description

You are the key person for

• you take care of the communication with health care providers in order to obtain all the necessary (medical and administrative) information;
• you are in close contact with the insured/patient (i.e. comfort calling);
• you will contact the client's organization if needed;
• you negotiate high costs with providers and doctors,
• you steer patients to the right care giver,
• you explore cost containment opportunities together with the colleagues from Claims Review;
• you work closely with the other organizations (i.e. Network, Fraud Waste and Abuse, Clinical Case Management);
• registering cost containment achievements in dedicated tools and formats,
• clarifying files to authorized parties;
• Issuance of guarantee of payments (GOP) in complex files.
• You coordinate out of country care files and Evacuations mainly is Asia Region, together with other Cigna departments and external assistance providers.
• All our clients and healthcare providers are internationally located. Therefore you manage the English language well, both spoken and written.

CARE Coordination files IOH

You are the key person for CARE Coordination files IOH, where you are working together with all parties involved, internal as well as external. This implies that:

• you take care of the communication with health care providers in order to obtain all the necessary (medical and administrative) information;
• you are in close contact with the insured/patient (i.e. comfort calling);
• you will contact the client's organization if needed;
• you negotiate high costs with providers and doctors,
• you steer patients to the right care giver,
• you explore cost containment opportunities together with the colleagues from Claims Review;
• you work closely with the other organizations (i.e. Network, Fraud Waste and Abuse, Clinical Case Management);
• registering cost containment achievements in dedicated tools and formats,
• clarifying files to authorized parties;
• Issuance of guarantee of payments (GOP) in complex files.
• You coordinate out of country care files and Evacuations mainly is Asia Region, together with other Cigna departments and external assistance providers.
• All our clients and healthcare providers are internationally located. Therefore you manage the English language well, both spoken and written.

Profile

Active and fluent in at least English any other language is an asset (French is highly recommended) .

At least 1 year experience in IOH Care Team and 1 year in current role completed is a MUST.

• Strong negotiation skills, (i.e. a strong focus on cost containment without never losing sight of commercial benefits and maintaining provider relationships),
• Strong coordinating skills (i.e. accurate, efficient, assimilate different information, critical, negotiating, communicative, skilled decision maker, ...)
• Written skills: conveys messages in clear language, paying attention to accent/circumstances
• and appropriate style
• Customer-focused: communicates empathically
• 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
• Team-player: enjoys working as part of a team
• Discrete: exercises utmost discretion when dealing with confidential (medical) information Specific Knowledge:
• Use of necessary reference works
• Knowledge of Microsoft Office- and proprietary IT application

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.