Customer Service Specialist

14 hours ago


Hong Kong, Central and Western District, Hong Kong SAR China The Cigna Group Full time

With a strong desire for development in the insurance field, we are seeking an analytical-minded and dedicated individual to join our team as a Contract Senior Officer, Customer Engagement.

Job Overview:

  • This role involves performing various customer service functions through inbound and outbound regulated activities, ensuring that customers receive accurate information and guidance on insurance plans, policies, and procedures.

About The Cigna Group:

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We empower our customers with the information and insight they need to make informed decisions about their health and well-being.

Responsibilities:

  1. Handle preauthorization requests from customers and healthcare providers, ensuring good record-keeping and follow-up on progress.
  2. Collaborate with internal teams, such as billing and claims, to facilitate payment processes and ensure seamless customer experiences.
  3. Stay updated on insurance plans, policies, and procedures to provide accurate information and guidance to customers.
  4. Handle escalated customer issues and complaints, demonstrating empathy, problem-solving skills, and a commitment to customer satisfaction.
  5. Provide administrative support, including reports and correspondences, to ensure efficient communication and data management.
  6. Assist in the UAT on development of customer Portal and customer service project, contributing to the improvement of customer experiences.
  7. Perform ad-hoc assigned duties to support the team's goals and objectives.

Requirements:

  1. Tertiary education graduate with at least 5 years' customer service experience, preferably in the insurance industry.
  2. Experience in handling Employee Benefits/Group Operations Hotline is preferred, with knowledge of medical terminology, insurance coverage, and preauthorization processes highly desirable.
  3. Possession of IIQE Paper 1 and 2 or equivalent qualification is mandatory.
  4. Eligibility for license registration with the Insurance Authority (IA) is required.
  5. Excellent proficiency in English, Cantonese, and Mandarin, with strong computer skills, including MS office applications and English word processing.
  6. Proficiency in using Salesforce is a plus, with excellent customer-oriented mindset, communication, and interpersonal skills, both verbal and written.
  7. Ability to effectively explain complex information to customers, with excellent team player, independent, diligent, and responsible attitude under pressure.
  8. Flexibility to work on shift and weekends is required.

Salary: Estimated salary range $50,000-$70,000 per annum, depending on qualifications and experience.



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