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Claims Resolution Specialist
hace 2 meses
Cigna Healthcare is seeking a highly skilled Claims Resolution Specialist to join our team. As a Claims Resolution Specialist, you will be responsible for managing all levels of complaints and providing exceptional customer service to our clients.
Key Responsibilities- Manage all level complaints and deal with customers, providers, and other third parties as required.
- Provide the highest level of customer service, striving for first contact resolution and responding within given timelines.
- Have a good breadth of knowledge on product types and the ability to respond to claims.
- Manage all administration tasks related to the position, including email, post, fax, and fulfillment.
- Manage all complaints received and ensure compliance with regulations in each country.
- Perform retention duties to maintain portfolio and manage cancellation requests.
- Conduct call monitoring and quality review to rate team performance.
- Build relations with internal departments to ensure all resources are utilized to the benefit of the customer.
- Identify potential process improvements and make recommendations to the team manager.
- Actively support other team members and provide resources to enable all team goals to be achieved.
- Escalate customer complaints and serve as a point of contact for nominated country clients.
- Experience in Life Insurance products, claims environment, and customer service-focused organizations.
- Experience in all level complaints resolution.
- Experience working in a Contact Centre environment.
- Ability to meet/exceed targets and manage multiple priorities.
- Proficient in Microsoft Office applications.
- Italian native speaker with a good knowledge of English language. Any other European language is a plus.
- Excellent attention to detail, with a high level of accuracy.
- Strong interpersonal skills with excellent verbal and written communication to internal and external clients.
- Desirable commercial skills.
- Ability to work under own initiative and proactive in recommending and implementing process improvements.
- Ability to organize, prioritize, and manage workflow to meet individual and team requirements.
- Ability to quickly identify customer needs and exercise judgment in a professional and confident manner.
Cigna Healthcare is an advocate for better health through every stage of life. We guide our customers through the healthcare system, empowering them with the information and insight they need to make the best choices for improving their health and vitality.
