Job Information
The Cigna Group Emergency Assistance Coordinator in Kuala Lumpur, Malaysia
As a Emergency Assistance Coordinator you will be instrumental in assisting our global clinical team in support of 24/7/365 day-to-day emergency assistance and evacuation requests. Sense of urgency and lateral thinking will be your daily challenges. Evacuations will be your top priority, as well as direct support with guarantee of payment and other case coordination duties. You will address your duties with a sense of urgency to ensure all internal and external parties are briefed with the most relevant information, as well as cases being documented to the highest standard. In addition, you will provide updates to all vested interested parties, internal and external. Stellar communication skills will be your asset, while ensuring documentation is collated on cases and assisting with reporting and reviews pre and post service.
When you are not dealing with evacuations you will be supporting the clinical team on other duties, depending on business priorities, and requirements day to day.
What you’ll do
Dedicated end to end coordination of emergency assistance cases: evacuations, repatriations, RMRs, time sensitive access to care, and details surrounding those scenarios.
Act as the SPOC for all emergency assistance cases, with a high sense of responsibility (handover notes, clinical writing, synthesis information), while ensuring ownership of outcomes, with full support of the global clinical team
Monitor workflow and manage workload independently, prioritize tasks all with a high level of urgency.
Liaising directly and promptly with emergency vendors at vital touch points and escalating as required by the specific scenario.
Anticipate moves, ensuring both case managers and emergency vendors have the documentation required to complete vital tasks (GOPs, benefits, clinical reviews etc)
Collate and compile medical information from multiple systems, coordinating with other teams and departments, ensuring documentation is promptly available, and clear. You will review whether case documentation meets with additional reporting requirements prior to closing, and make it meet the highest standards.
In addition to your role as Emergency Assistance Coordinator , additional duties will include:
Supporting Clinical programmes
Partner with the global clinical team, agnostic of book of business or time zone.
Arranging peer to peer calls
Auditing/review data capture and accuracy
Assist with ad hoc requests that align to clinical priorities.
NPS outreaches
Clinical Language assistance – as applicable
Other duties as required in a dynamic environment.
What you’ll need:
Have been a proven top performer with previous experience with customer service or Care team, evacuations preferred, with at least 1 year prior experience in healthcare insurance role, with experience in evacuation and reparations preferred.
Excellent verbal and written communication skills, with at least two languages preferred.
Demonstrate working within a high-pressured environment.
Prior experience with the following system (salesforce, claims systems) preferred
Microsoft word experience required
Demonstrated ability to handle challenging situations in a professional and calm manner.
Ability to adapt in a dynamic work environment and make decisions with minimal supervision.
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.