PSO Reconciliation - Customer Service Representative
Full time
at Cigna Health and Life Insurance Company
in
Online
Posted on October 15, 2024
Job details
PSO Reconciliation - Customer Service Representative
Apply Remote Type: Hybrid Location: Kuala Lumpur, Malaysia Time Type: Full time Posted On: Posted 2 Days Ago Job Requisition ID: 24013170 Cigna Job Specification POSITION: Customer Service Representative REPORTING TO: Supervisor DEPARTMENT: Customer Service Career Band: Band 1 YOUR ROLE- Providing customer services for international claims for reconciliation related files.
- Responding to incoming queries in an appropriate and timely manner, advantage to have knowledge in SalesForce. Appropriate responses may require in-depth analysis and involve expert advice (Medical Consultant, Account Manager, Network Manager, Legal Advisor etc). An appropriate response is correct, clear, concise and provider & stakeholder friendly.
- Answering incoming tasks via queue from internal stakeholders, or those escalated by the providers for expert advice.
- Taking ownership of difficult or high-value files.
- Responding via the most efficient channel (e.g. e-mail, SF, etc).
- Following up on the individual workload and taking appropriate action when agreed targets are not met.
- Providing accurate file information to internal stakeholders where required.
- Monitor all incoming tasks for upload & ensure they are reviewed and acted on within 2 business days.
- Tag CSR & amend the status in Sales Force if any communication needs to be done to the provider.
- Tracking procedural irregularities and raising these with the Team Seniors.
- Actively working to maintain a co-operative and friendly working environment.
- You have a minimum diploma or equal through experience.
- You have good knowledge of English (both spoken and written), any additional language is an asset but not essential.
- Medical terminology - added advantage.
- Use of necessary reference works.
- Knowledge of Microsoft Office and proprietary IT applications.
- Written skills: conveys messages in clear language, paying attention to terminologies/circumstances and appropriate style.
- Provider focused: communicates empathically, precisely and factually.
- Skilled decision-maker: takes the right action on allocated files based on the information available.
- Accurate: works accurately by giving complete and correct answers.
- Responsible: ensures that assigned contracts are followed up in a diligent, timely and accurate manner.
- Disciplined: follows procedures, agreements and document flows correctly.
- Efficient: able to strike the right balance between quality and quantity.
- Team-player: enjoys working as part of a team.
- Computer-literate: quick to learn current office applications and Cigna International in-house systems.
- Discrete: exercises utmost discretion when dealing with confidential (medical) information.
- A challenging job in an international and growing enterprise.
- A dynamic, young and entrepreneurial company culture that values and stimulates initiative.
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