VIP Member Experience & Service Recovery - Saudi (Hybrid)

Cigna Health and Life Insurance Company; Riyadh; Hybrid; SAR 180,000 - 290,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work environment

Private medical insurance

Employee wellbeing benefits

Educational development program

Job summary

Cigna Healthcare in Riyadh is seeking a Member Experience & Service Recovery Specialist to protect and restore member experience. You will resolve complex concerns, lead VIP and corporate account support, and coordinate with multiple teams to ensure timely closure of cases.

The role requires a bachelor’s degree in healthcare administration or related field and at least five years’ experience in health insurance or customer service.

Qualifications

• A bachelor’s degree in healthcare administration, business administration, health insurance, or a related field is required.
• Minimum five years of experience in health insurance, healthcare services, or customer service.
• Fluency in Arabic and English with ability to handle confidential information.

Responsibilities

• Review negative CSAT/NPS feedback and acknowledge cases within four working hours.
• Coordinate with teams to resolve member concerns and close cases within 48 hours.
• Register new complaints on the same working day and manage VIP/high-priority cases.
• Serve as main contact for the TCS hospital delegate team and VIP accounts.
• Maintain CRM and survey records, identify recurring issues, and escalate risks.

Skills

Customer service excellence

Arabic and English fluency

Communication skills

Problem solving

Stakeholder coordination

Education

Bachelor's degree in healthcare administration or related field

Tools

CRM systems

Microsoft Office

Customer survey systems

Job description

Cigna Healthcare in Riyadh is seeking a Member Experience & Service Recovery Specialist to protect and restore member experience. You will resolve complex concerns, lead VIP and corporate account support, and coordinate with multiple teams to ensure timely closure of cases.

The role requires a bachelor’s degree in healthcare administration or related field and at least five years’ experience in health insurance or customer service.