Job Information
The Cigna Group Associate Team Leader, Global Individual Health (GIH) in Kuala Lumpur, Malaysia
ABOUT US
Cigna is one of the largest International Medical Insurers worldwide and can trace its roots back over 200 years. We are looking for a highly motivated, focused individual to join our rapidly expanding team. You will have the opportunity to work for a forward thinking and progressive organization, within a dynamic team environment where there are tangible progression opportunities.
Cigna International’s Global Individual Health business is a leader in providing international health insurance to expatriates and other globally mobile individuals.
PURPOSE/KEY OBJECTIVE:
As a Associate Team Leader in the GIH Access to care Team, you will be responsible for supporting the Access to Care Team Leader in managing daily operations and ensuring the customer and broker access to care experience meets all agreed service levels with a high degree of quality.
YOUR RESPONSIBILITIES
Your role will be to:
1.Guarantee of Payment (GOP) Processing:
Oversee and ensure the timely and accurate processing of Guarantees of Payment (GOPs) in alignment with agreed SLAs, ensuring no delays or errors in the approval process.
- Escalation Management & Coordination:
Assist in managing and coordinating escalations, ensuring quick resolutions and clear communication with internal teams and external stakeholders to minimize disruptions and maintain customer satisfaction.
3.Customer and Broker -Centric Approach:
Prioritize a customer-centric approach, ensuring all activities and decisions focus on the customer's best interests. Encourage the team to adopt this mindset in all interactions.
4.Stakeholder Engagement:
Engage with internal and external stakeholders (e.g., healthcare providers and brokers) to ensure alignment on goals, processes, and expectations. Foster strong, collaborative relationships to drive success.
5.Ownership & Accountability:
Promote ownership across the team, encouraging personal accountability for delivering exceptional customer service. Ensure follow-up actions are taken promptly to resolve customer concerns and ensure satisfaction.
6.Coaching & Quality Assurance (QA):
Provide coaching, training, and feedback to team members to drive high performance and quality. Implement QA measures to monitor the quality of service provided by the team, ensuring compliance with set standards and best practices.
7.Process Adherence & Regulatory Compliance:
Ensure that all processes, including GOP processing and escalation management, are followed according to set procedures and regulatory requirements. Maintain compliance with relevant regulations in line with access to care.
8.Work Allocation & Efficiency:
Assist the Access to Care Team leader in managing the allocation of tasks, ensuring work is distributed efficiently and in alignment with team capabilities. Drive operational efficiency to meet team objectives.
9.In-Network Provider Promotion:
Encourage the use of in-network providers wherever possible to optimize care quality and cost efficiency. Collaborate with care teams to identify and promote appropriate in-network providers
- Reporting:
Monitor and report key performance metrics on a daily and weekly basis, identifying any anomalies or discrepancies. Proactively investigate and take actions as necessary to ensure data accuracy and operational efficiency.
Scope and Dimensions:
Reporting directly to the Access to Care Team Leader GIH Operations Team
YOUR PROFILE
Experience, skill, and knowledge required
In-depth knowledge of insurance procedures and regulations
Familiarity with Microsoft Office tools.
Ability to communicate knowledge and develop skills to others.
Ability to provide constructive feedback; work patiently and effectively with customer service of different experience levels, learning styles, and cultural diversity.
Ability to work independently and make effective decisions; coordinate multiple tasks and work effectively as a team member.
Ability to independently respond to inquiries, complaints, or appeals ranging from routine to moderate complexity.
Demonstrate a customer-centric orientation with a key focus on process improvement and operational efficiency
Exceptional organizational and time-management focus
Strong verbal and written communication skills.
Ability to prioritize tasks effectively and meet deadlines
Analytical skills to address discrepancies and client issues effectively
INTERESTED?
If you are interested in this opportunity, please apply online through Workday.
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.