Customer Service Representative

CIGNA Insurance; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading healthcare provider in Kuala Lumpur is seeking an adept customer service specialist for international claims management. The role involves providing assistance for medical reimbursements and responding to queries effectively. Candidates should possess a master's degree and be fluent in English, with additional languages preferred. Responsibilities include optimizing workflows and ensuring accurate file management in a team-oriented environment. Join us in making a positive impact on health and wellness.

Qualifications

• Good knowledge of additional languages such as Thai, Mandarin, and Spanish is required.
• Ability to convey messages in clear language, paying attention to context.
• Ensures accurate and timely follow-up of assigned contracts.

Responsibilities

• Provide customer services for international claims related to medical expenses.
• Respond to queries with appropriate, clear, and concise answers.
• Take ownership of challenging cases and follow internal procedures.

Skills

Customer-focused communication

Decision-making skills

Proficiency in English

Knowledge of medical terminology

Discretion in handling confidential information

Education

Master's degree or equivalent experience

Tools

Microsoft Office

Cigna International in-house systems

Job description

Responsibilities

• Providing customer services for international claims for the reimbursement of medical expenses for the unit’s dedicated contracts.
• Responding to incoming queries to the Communication System in an appropriate and timely manner. Appropriate responses may require in‑depth analysis and involve expert advice (Medical Consultant, Account Manager, Network Manager, Legal Advisor, etc). An appropriate response is correct, clear, concise and customer‑friendly.
• Answering incoming overflow calls from the COCE for dedicated contracts, or those escalated by the COCE for expert advice.
• Taking ownership of difficult or high‑value files.
• Responding via the most efficient channel (e.g. phone, e‑mail, letter, etc).
• Following up on the individual workload and taking appropriate action when agreed targets are not met.
• Pro‑actively optimising the unit’s workflows to achieve set targets.
• Providing accurate file information to internal employees where required.
• Tracking procedural irregularities and raising these with the Team Leader.
• Raising problems or difficult issues with the Head.
• Actively working to maintain a co‑operative and friendly working environment.

Qualifications

• You have a master degree or equal through experience.
• You have good knowledge of English (both spoken and written), additional languages such as (Thai, Mandarin & Spanish) are required.
• Medical terminology.
• Use of necessary reference works.
• Knowledge of Microsoft Office and proprietary IT applications.
• Written skills: conveys messages in clear language, paying attention to accent/circumstances and appropriate style.
• Customer‑focused: communicates empathically.
• Skilled decision‑maker: takes the right action on allocated files based on the information available.
• 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.
• Computer‑literate: quick to learn current office applications and Cigna International in‑house systems.
• Discrete: exercises utmost discretion when dealing with confidential (medical) information.

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.