As an SME you will support the supervisor and team manager in your relevant process.
Key to the role will be building/maintaining an in depth knowledge of Communication and Contact Centre process to continuously improve the processes and share that knowledge to deliver a high quality customer centric service offering. Your role includes:
**Knowledge and Training**
+ Building and maintaining a solid in depth knowledge in COM process
+ Being an expert user of any of the used tools within the team **i.e.(Salesforce)**
+ Being the organizational ambassador for your knowledge area within your own team and across
+ the wider organization. You are the go to person in case of questions on your area of expertise.
+ Document controlling for procedures and processes that link to the process(eg update CKIT with new procedure, ...
+ Provide support & assistance in Training new hires (work with trainer to define needs and delivery and organize training materials)
+ Give training on Contracts, procedures and processes and system **(i.e. Salesforce)**
+ Support and feedback to SV on the training **Projects & Continuous improvement**
+ Involvement in the technical set-up of new/renewed contract/category implementation and new system implementation.
+ Salesforce Design and System implementation
+ Translate changes into different systems and documentation (contract summaries).
+ Work together with SV, seniors to get changes implementation.
+ Participation in projects/discussions/process improvements that may be cross team and processes.
+ Being proactive in identifying improvement/enhancement opportunities and be active in seeking and sharing ideas for innovation in business processes.
**Client**
+ Support Client visit and Webinars.
+ Keeping contract summaries updated.
+ Option to take over SPOC role for particular clients/accounts if required **Ownership**
+ Taking ownership of any escalated cases and providing updates to the Supervisors or Senior Supervisors on any issues
+ Taking ownership of solving any issues by working closely with other departments.
+ Proactively addressing and/or escalating any risks
+ Ownership for team or process related improvements (eg process improvements based on TAT analysis) and cross process improvements (eg improvement plan cooperation COM &Claims)
+ Own and Drive personal Q excellence, coordinate or act as Backup if needed **COM & COCE related tasks:** 50% Productivity with focus on complicated CasesEscalation point / Support for complicated cases in CSAnalysis- Support on daily Over TAT Report analysis and NPS analysis.Assistance with training Q and Post-VerificationsPoint of reference and supporting team with process related questionsSupport Quality Appeals and Audit support.Maintain and update schedules to ensure proper coverage for SLA.
**YOUR PROFILE**
+ Strong performance track record
+ International mind-set, with holistic and able to work remotely with peers across locaitons
+ 2 years of Cigna experience
+ Good communication skills, and knoweldge of Window tools, e.g. Excel, Powerpoint, Windows
+ A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives within your own process
+ Action-orientated problem-solving attitude
+ Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues
+ Accountability – assume ownership for achieving personal results and collective team goals
**About Cigna**
Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation.
When you work with Cigna, you’ll enjoy meaningful career experiences that enrich people’s lives while working together to make the world a healthier place. What difference will you make? To see our culture in action, search #TeamCigna on Instagram.
