IOH Comms-Customer Service Representative

Cigna Healthcare Africa is a healthcare and insurance company founded in 1982.

IOH Comms-Customer Service Representative

1. Manage day-to-day communication with clients and insurers through various channels (Email, Phone, and Letter), with Emails and Calls being the primary channels.
2. As part of a hybrid team, handle customer interactions via both Emails and Calls simultaneously, multitasking based on inflow and daily planning requirements.
3. Contribute to using the most efficient communication channels (phone, email, letter).
4. Coordinate and ensure follow-ups for assigned contracts/clients.
5. 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.
6. Follow up on personal queue for cases where replies have been received.
7. Take ownership of assigned emails and complete necessary actions before end of business.
8. Monitor queues to ensure no calls are left unanswered or abandoned.
9. Review medical reports submitted by clients to determine if an Initial Letter of Guarantee can be approved for the provider.
10. Verify completeness of reimbursement documents before assigning cases to the Claims Team.
11. Maintain accurate records and filing.
12. Proactively optimize workflows to achieve set targets.
13. Translate communications, medical reports, or other documents if needed.
14. Work according to priorities indicated in the work plan to meet KPIs (ASA, TAT, NPS, etc.).
15. Handle complaints, analyze root causes, and identify improvements to enhance customer satisfaction.
16. Assist Supervisors and Senior Supervisors with tasks such as preparing presentations, analyses, and statistics.
17. Provide necessary information to involved parties: clients, insurers, International Customer Services, Finance, Accounting, Marketing, and Communication.
18. Contribute to maintaining a cooperative and friendly working environment.
19. Inform Supervisors and Senior Supervisors of problems and inefficiencies.

1. Bachelor’s degree or equivalent experience.
2. Minimum one year of experience in a related field (Customer Service – handling calls).
3. Primary language will be English, Foreign language will be added advantage.
4. Able to take appropriate action on allocated files based on available information and communicate decisions clearly in writing.
5. Excellent communication skills.
6. Works precisely when providing information via email.
7. Adheres to procedures, agreements, and document flows.
8. Balances quality and quantity effectively.
9. Works well in a team and provides constructive feedback.
10. Quickly learns and uses office applications.
11. Handles confidential (medical) information responsibly.