上海招聘

Main duties/Responsibilities

• Answer the calls from the customers or providers, respond accurately within the time commitment given to enquiries regarding plan design, eligibility, claims status, complaints, appointment services and perform necessary actions as required, with first call resolution where possible.
• Reply emails from the customers or providers and ensure the inquiry emails are replied within required time scales, highlighting when this is not achievable.
• Provide GOP (Guarantee of Payment) and COC (Certificate of Coverage) as required when it is necessary.
• Interface effectively with internal and external customers to resolve customer issues.
• Actively support all team members and provide resource to enable all operational goals to be achieved.
• Meet or exceed Service level agreement requirements, team KPI and monthly audit
• Assist manager to handle complaints or escalated cases as necessary by taking actions to provide high level service according to their needs and strive to exceed their expectation.
• Work on projects or reports assigned by manager

 Scope and Dimensions

• Report to Line Management
• Responsible for all calls, emails and complaints regarding insurance members.

Experience and Skills Required

• 3+ years’ experience in Customer service, Medical or Insurance industry.
• Japanese and English fluent – spoken, written, reading
• Fast learning skills, strong adaptability
• Sense of team work and customer service
• Solid knowledge of basic Microsoft applications to include Word, Excel and MS
• Outlook. PowerPoint is desirable but not required.

Cigna is a global health services company dedicated to helping people improve their health, well-being and sense of security. Over 40,000 employees serve 95 million customers in many places around the globe and support our wide-range of international health insurance plans to help meet the needs of individuals, families and businesses.
 
Now the Cigna China Center needs you. You are welcome to join us.