Job Description

1. Role Overview

  • Position: Customer Service Representative (Provider Service)
  • Coverage: NA / EU / ME / APAC Group Calls
  • Reporting to: CDSS Operation manager

    • 2. Purpose of the job/key objective

  • To deliver high-quality service to providers by handling inquiries related to claims, benefits, and coverage. The role plays a critical part in supporting Cigna’s service excellence for high-end customers, including expatriates and corporate clients.

    • 3．Main duties/Responsibilities

  • Handle inbound calls from healthcare providers and respond to inquiries related to:
  • Claims status
  • Benefit and coverage verification
  • Eligibility
  • Complaints and general inquiries
  • Ensure accurate and timely resolution of provider inquiries, with a strong focus on first call resolution.
  • Respond to provide emails within agreed turnaround time and proactively communicate any delays.
  • ...

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