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 Organisations.
The Role
This role is part of the Integrated Health Team, servicing International Organisations. More specifically, you will join the CARE team, a group of non-clinically trained staff, working closely with CARE teams worldwide (Antwerp, Madrid, Kuala Lumpur, Singapore, Greenock, Nairobi).
Your primary responsibility is the timely issuance of all Guarantees of Payments (GOPs). The Guarantee of Payment is a confirmation towards the hospital regarding the length of admission, treatment, and insured amount.
Key Responsibilities
- Analyze requests for medical treatments and hospitalizations.
- Verify the patient’s extent of cover, Cigna's relationship with the provider, the need for medical review, and the associated costs.
- Monitor the file from an administrative perspective and work in close cooperation with the Care Coordinators and Case Managers.
- Maintain frequent contacts with medical providers and individual insured persons, mainly via phone, to obtain all necessary information.
- Act as the focal point of contact for hospitals regarding all their questions related to the Guarantee of Payment.
- Manage the English language effectively, both spoken and written, as clients and medical providers are internationally located.
- Translate and interpret medical and other relevant documents for case analysis.
- Work independently and effectively to communicate with internal and external customers via telephone and e-mail.
- Maintain accurate workflow and process documentation following outlined processes.
Working Hours and Flexibility
- You are required to be flexible to work during the night shift, with working hours typically from 03:00 PM to 01:00 AM (Kenya time) for 5 days a week.
- You must also be flexible to work on Saturdays and Sundays on a rotational basis with other team members.
Profile and Qualifications
Education & Experience:
- BA/BSc/HND qualification.
- Work experience in a medical environment is a plus, though not required.
Required Skills and Attributes:
- Language Fluency: Must be fluent in English, both spoken and in writing. Knowledge of other languages (French, Portuguese, Spanish, German) is a key requirement.
- Flexibility: Flexible to work during night/day shift and over the weekend on a rotational basis.
- Customer Focus: Customer-focused; able to work efficiently with internal partners to find the best solutions for customers.
- Discipline: Ability to follow procedures, agreements, and document flows correctly.
- Computer Literacy: Quick to learn International in-house systems and use current office applications.
- Core Competencies: Analytical mind, accuracy, independence, ability to work against deadlines, stress resistance, and strong teamwork skills.
