Member Services Representatives Greenock   £ Competitive salary plus excellent benefits

The Position:

CIGNA International Expatriate Benefits (CIEB), a division of CIGNA International, is a leading provider of group healthcare programmes for expatriate employees of large multinational organisations and their families. With over 25 years experience in this field, we have established businesses in the USA, UK, Spain, Germany, Switzerland, France, Sweden, Benelux and the Middle East. 

With a growing business proposition, this is an exciting opportunity to be involved from the start up of the new Individual Private Medical Insurance product launch.  The Member Services Representative role will be to provide a high level of customer satisfaction to international members, recognising that service is the primary differentiator for CIGNA in provision of healthcare coverage to expatriates and their family members.  

Main Duties / Responsibilities:

• Respond within the time commitment given to enquiries regarding plan design, eligibility, claims status and perform necessary action as required, with first call resolution where possible
• Adjudicate international medical/dental and vision claims in accordance with policy terms and conditions to meet personal and team productivity and quality goals
• Monitor turn around times to ensure claims are settled within required time scales, highlighting when this is not achievable
• Monitor and highlight high cost claims and ensure all relevant parties are aware
• Provide payment guarantees as required to members and providers
• Interface effectively with internal and external customers to resolve customer issues
• Liaise with medical management team, providing pre-authorisation of policy benefits, while monitoring against medical underwriting decisions
• Review and set up of related products, premiums, benefits and enrolment , corresponding directly with the insured  individual / broker on the inception and renewal of the policy as necessary 
• Review and invoice members in accordance with the agreed billing frequency / premium, maintaining appropriate individual records
• Maintain accurate files for each member / broker in respect of all policy interactions, including underwriting decisions.

Experience Required

• Previous working experience within a medical administration, claims environment or customer service focused organisation
• Experience from an insurance background would be preferred
• Strong customer focus with the ability to identify and solve problems
• Ability to organise, prioritise and manage workflow to meet individual and team requirements
• Ability to work within a team environment
• Strong interpersonal skills with good verbal and written communication to internal and external clients
• Ability to work under own initiative and proactive in recommending and implementing process improvements
• Proficient in Microsoft Word, Excel and Outlook.

A fixed, 3-shift pattern (early, day and evening), will operate for this role, allowing us to provide excellent services 24 hours a day, 7 days a week. 

If you would like to apply for this position, please submit a written covering letter outlining your salary expectations and your preferred shift pattern to Nicola Cameron, Human Resources.

Employment within CIGNA is subject to satisfactory 5 year reference and Disclosure Scotland check.

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