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 - headquartered in Belgium - focuses on the needs of International clients.
Role Overview
The Customer Service Representative is 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.
Main Responsibilities (Key Areas)
- Manage day-to-day communication with clients and insurers through various channels (Email, Phone, and Letter), with Emails and Calls being the primary channels.
- As part of a hybrid team, handle customer interactions via both Emails and Calls simultaneously, multitasking based on inflow and daily planning requirements.
- Contribute to using the most efficient communication channels (phone, email, letter).
- Coordinate and ensure follow-ups for assigned contracts/clients.
- Answer client calls, provide necessary information, log the call in the system, and respond via email immediately instead of reassigning the task to the queue.
- Follow up on personal queue for cases where replies have been received.
- Take ownership of assigned emails and complete necessary actions before end of business.
- Monitor queues to ensure no calls are left unanswered or abandoned.
- Review medical reports submitted by clients to determine if an Initial Letter of Guarantee can be approved for the provider.
- Verify completeness of reimbursement documents before assigning cases to the Claims Team.
- Maintain accurate records and filing.
- Proactively optimize workflows to achieve set targets.
- Translate communications, medical reports, or other documents if needed.
- Work according to priorities indicated in the work plan to meet KPIs (ASA, TAT, NPS, etc.).
- Handle complaints, analyze root causes, and identify improvements to enhance customer satisfaction.
Relations to other positions
- Assist Supervisors and Senior Supervisors with tasks such as preparing presentations, analyses, and statistics.
- Provide necessary information to involved parties: clients, insurers, International Customer Services, Finance, Accounting, Marketing, and Communication.
- Contribute to maintaining a cooperative and friendly working environment.
- Inform Supervisors and Senior Supervisors of problems and inefficiencies.
Required Skills and Qualifications
Education:
- Bachelor’s degree or Diploma in a related field.
Experience:
- Minimum one year of experience in a related field (Customer Service - handling calls and responding to client emails).
Specific Knowledge:
- Primary working language: English. Fluency in at least one additional language—French, German, or Spanish—is required.
Soft Skills:
- Decision-making: Able to take appropriate action on allocated files based on available information and communicate decisions clearly in writing.
- Excellent communication skills.
- Accuracy: Works precisely when providing information via email.
- Discipline: Adheres to procedures, agreements, and document flows.
- Efficiency: Balances quality and quantity effectively.
- Team player: Works well in a team and provides constructive feedback.
- Computer proficiency: Quickly learns and uses office applications.
- Discretion: Handles confidential (medical) information responsibly.
