Job Responsibilities:

• Support email and hotline on global group policy queries
• Verify policy coverage and eligibility for medical services via email and call, ensuring all the necessary information is obtained and documented.
• Handle preauthorization requests from customers and healthcare providers with follow-up on progress and good record keeping.
• Collaborate with internal teams, such as billing and claims to facilitate payment processes.
• Stay updated on insurance plans, policies, and procedures to provide accurate information and guidance to customers.
• Handle escalated customer issues and complaints, demonstrating empathy, problem-solving skills, and a commitment to customer satisfaction.
• Provide administrative support including reports and correspondences.
• Assist in the UAT on development of customer Portal and customer service project.
• Assist in ad-hoc assigned duties.

Job Qualifications:

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

About The Cigna Group