Job Information
The Cigna Group Account Installation Representative in Kuala Lumpur, Malaysia
POSITION : Account Installation Representative
REPORTING TO : Account Installation Supervisor or Manager
DEPARTMENT : Client Services
Career Band : Band 1
JOB PURPOSE
The job holder is responsible of administering the installation of assigned accounts, including, but not limited to structure and billing set up; eligibility collection, data base loading, ID cards, preparation of plan materials such as administrative documents and customer education materials.
He / She should provide support to assigned accounts by responding to inquiries or resolving complex issues of concern.
RESPONSIBILITIES AND DUTIES
Interacts with different teams in the coordination/implementation of the new and renewing accounts and interdepartmental partners to effectively communicate benefit plan information.
Works with teams as well as business partners in resolving daily service issues.
Establishes and complies with a client's specific service plan.
Assists and/or performs account installation, annual rate implementation and cancellation for smaller accounts.
Performs routine maintenance, report preparation and issue resolution with efficient book of business management through timely and proper utilization internal tools.
Acts as an intermediary between client organizations and members for customer service issues.
Build strong effective relationships with all our matrix partners. Demonstrates approachability and openness to delivering consistent customer service.
Provides information to eligibility, customer service and sales support teams.
Complies with all business operating controls/quality assurance processes.
Take personal accountability for contributions to organizational results, successfully complete all required training and take responsibility for continuous leaning and development.
Work closely with cross-department members to clearly understand the product/plan requirement and group setup.
To translate business product/plan requirements into functional specifications and detailed into documents.
Follow up the internal product/plan setup/group setup process to complete the system setup on time.
Analyze and document product/plan gaps and risks.
Coordinates structured meetings for complex cases.
System analysis competencies and able to consider the business implications of the technology to current business setup.
Complete Eligibility changes and updates according to client/member needs within promised turnaround time
KNOWLEDGE, SKILLS AND EXPERIENCE
High School Diploma or equivalent required or Associates or bachelor’s degree preferred.
1+ years related experience.
Ability to perform most tasks independent of direct supervision.
Working knowledge of Excel and Word.
Proven analytical ability.
Organization and prioritization skills.
Detailed oriented.
Success in multi-tasking environment.
Solid written and verbal communication skills.
Proven ability to synthesize large amounts of data.
Team Player, motivated, proactive.
Strong problem-solving skills.
Should be flexible to work in shifts and on staggered weekends
COMMUNICATIONS AND WORKING RELATIONSHIPS
He/ She must ensure building strong effective relationships with all our matrix partners and demonstrating approachability and openness to delivering consistent customer service. He/ She must be able to foster strong internal and external communication standards.
About The Cigna Group
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.