Customer Service Representatives
UK Healthcare (X3)
Greenock
Band 1
Purpose of the job/Key Objective:
The ability to maintain high levels of customer satisfaction by dealing with member/client
enquiries in an effective and timely manner is essential for this role. Working
within a busy team, the successful individual will contribute to providing the highest
possible level of service to all our customers thereby assisting in retaining existing
business and improving our persistency levels.
Requirements of the role:
- Respond to all customer enquiries relating to eligibility, claims
status, policy terms and conditions for all related business lines and strive for
first call resolution
- Adjudicate claims in accordance with policy terms and conditions
- Work closely with CIGNA’s Healthcare Services Team
- Achieve / exceed set productivity and quality standards
- Communicate regularly with members, scheme administrators, consultant’s,
managed care nurses etc…regarding treatment plans and claims costs
- Participate in client visits both at Greenock and at the client’s
location as appropriate Interface effectively with internal staff and external providers
to resolve customer issues
- Maintain accurate records and files as required
- Actively support other team members and the achievement of team
objectives
- Provide support/training to less experienced Customer Service Agents
- Identify potential process improvements and make recommendations
to Team Leader
- Provide support/training to less experienced Customer Service Advisors
Skills/attributes:
- Strong customer focus with ability to identify and solve problems
- Excellent interpersonal skills
- Good verbal and written communication
- Able to work on own initiative Be proactive in recommending and
implementing process improvements
- Good understanding of plan design and service process and ability
to articulate these clearly
- Ability to organise, prioritise and manage workflow
- The ability to work well in a team environment
- Basic system navigation and Microsoft application skills
- Good keyboard skills
- Regulatory awareness
Experience required:
- Previous experience within an administrative or claims environment
- PC literate
- Experience in a customer service environment
If you would like to apply for this position, please submit an application
in the form of a current CV and covering memo outlining your suitability for this role to Sarah.McIldowie@cigna.com, or
post your application to HR Department, CIGNA Healthcare, 1 Knowe Road, Greenock
, Scotland,
PA15 4RJ.
Please note the closing date for applications is 30th April 2008