Cigna Careers

International Health, a division of Cigna Healthcare, is a leading provider of group healthcare programmes for employees of large multinational organisations and their families. With our continuing global expansion Cigna has an excellent opportunity for an enthusiastic, highly motivated and driven individual to join our Eligibility Team.

Reporting to the Eligibility Supervisor, you will be responsible for maintaining Cigna’s membership database. You will process requests from internal and external customers reviewing the request and taking the appropriate action, in a timely and accurate manner.

Internal and external clients depend on our accuracy and efficiency when processing client data, so you will be accountable for providing these high levels of service in accordance with the company standards and customer expectations.

• Maintain the membership database, by accurately recording and updating information received
• Ensure all membership updates adhere to policy terms and conditions, as well as legal, compliance and underwriting requirements 
• Communicate directly with clients via email and telephone within the agreed service levels
• Monitor productivity to ensure you are always achieving own and team productivity and accuracy goals

Experience Required:

• Database Entry and/or Database Management experience essential
• Experience within a Customer Service environment 
• Proficient in Microsoft Word, Excel and Outlook – advanced Excel would be advantageous
• Diploma or Degree certificate required
• Experience from an insurance background preferred

Skills:

• Strong interpersonal skills with excellent written/verbal communication skills
• Must possess excellent attention to detail, with a high level of accuracy 
• Must be able to review information and exercise judgement
• Ability to organise, prioritise and manage workflow to meet individual and team production standards
• Ability to work under own initiative
• Customer focussed with developed problem-solving abilities and a proactive approach to proposing/implementing process improvements
• Good analytical skills
• Ability to navigate systems and applications with ease
• Regulatory awareness
• Ability to work within a large team
• Adaptable to change with a flexible approach to supporting team tasks

About the job

The HR Business Partner will be based in Nairobi and will play a critical role in supporting the HR functions within the organization. This role is designed to provide comprehensive HR support to the business units, ensuring the effective implementation of HR policies and practices. The HR Business Partner will collaborate with senior HR staff, managers, and employees to create a productive and engaging work environment.

Key Responsibilities

Employee Relations

• Assist in resolving employee issues and conflicts by providing guidance and support to both employees and managers.
• Conduct investigations into employee grievances and recommend appropriate actions.
• Foster a positive work environment through proactive engagement initiatives and communication.

Recruitment and Onboarding

• Support the recruitment process in partnership with the Talent acquisition team.
• Assist in the development of job descriptions
• Coordinate the onboarding process for new hires, including orientation and training programs.

Performance Management

• Assist in the implementation of performance management process, including goal setting and performance reviews.
• Provide support to managers in addressing performance issues and developing improvement plans.
• Track and analyse employee performance metrics.

Learning and Development

• In partnership with L&D, identify training needs and assist in the development and delivery of training programs.
• Support employee development initiatives, including career planning and succession planning.
• Evaluate the effectiveness of training programs and provide recommendations for improvement.

HR Administration

• Maintain accurate and up-to-date employee records and HR databases.
• Prepare HR reports and analyse data to support data driven decision-making.
• Ensure compliance with company policies and local labor laws.

Qualifications And Skills

• Bachelor's degree in human resources, Business Administration, or a related field.
• 5 years of progressive HR experience.
• Knowledge of HR best practices and employment laws in Kenya.
• Strong interpersonal and communication skills.
• Ability to handle sensitive and confidential information with discretion.
• Proficiency in excel
• Ability to work independently and as part of a team.
• Proficiency in data analytics

Key Competencies

• Problem-Solving: Ability to analyse situations, identify issues, and develop effective solutions.
• Adaptability: Flexibility to manage multiple tasks and adapt to changing priorities.
• Attention to Detail: High level of accuracy and thoroughness in work deliverables.
• Customer Focus: Commitment to providing excellent service to internal and external stakeholders.
• Strategic Thinking: Understanding of business objectives and alignment of HR strategies to support those objectives.

Benefits

• Competitive salary and benefits package.
• Opportunities for career advancement within a global organization.
• Access to comprehensive healthcare and wellness programs.
• Professional development and training opportunities.
• Supportive and inclusive work environment.

Main Responsibilities:

In this role you will be assigned to specific strategic change projects, such as agile transformation, location strategy, etc.. In that role you will:

• Work closely together with the remainder of the change and other stakeholders team to ensure timely delivery, maximum employee adoption and proficiency of the change.
• Apply a structured methodology and lead change management activities
  Leverage a change management methodology, process and tools to create a strategy to support adoption of the changes required by a project or initiative.
• Support communication efforts
  Enable the design, development, delivery and management of key communications.
• Assess the change impact
  Conduct impact analyses, assess change readiness, and identify key stakeholders.
• Support training efforts
  Provide input, document requirements, and support the design and delivery of training programs.

Additional responsibilities:

• Complete change management assessments
• Identify, analyze and prepare risk mitigation tactics
• Identify and manage anticipated and persistent resistance
• Create actionable deliverables for the core change management plans: Sponsor Plan, People Manager Plan, Communications Plan, and Training Plan
• Support and engage senior leaders
• Coach people managers and supervisors
• Evaluate and ensure user readiness
• Manage stakeholders
• Track and report issues and come up with solutions
• Define and measure success metrics and monitor change progress
• Ensure alignment of change and culture initiatives across different regions, adapting strategies to meet local needs while maintaining a cohesive global approach.

Competencies required:

• Bachelor’s degree in a relevant field.
• Minimum of 3-5 years of experience in internal communications, change management, or organizational development within a global and diverse company.
• Experience with large-scale organizational change efforts
• In depth knowledge on Agile, experience with roll out of agile transformation project is an advantage
• Certification in change management methodologies (e.g., PROSCI, ADKAR) or relevant professional certifications.
• Exceptional written and verbal communication skills
• Excellent active listening skills
• Ability to clearly articulate messages to a variety of audiences
• Strong analytical skills with the ability to interpret data and generate actionable insights.
• Excellent interpersonal and collaboration skills, with the ability to build relationships at all levels of the organization.
• Cultural competence and sensitivity to work effectively in a diverse and global environment.
• Experience with behaviour change models and A solid understanding of how people go through a change and the change process
• Comfortable working in a hybrid working environment.
• Experience of working in an international matrix structure is a plus. Affinity with financial services or healthcare preferred but not essential.
• Ability to influence others and move toward a common vision or goal
• Flexible and adaptable; able to work in ambiguous situations
• Resilient and tenacious with a propensity to persevere
• Forward looking with a holistic approach
• Problem solving and root-cause identification skills
• Able to work effectively at all levels of an organization
• Must be a team player and able to work collaboratively with and through others
• Acute business acumen and understanding of organizational issues and challenges

• As a member of this team, you will contribute to the development and maintenance of our existing systems, as well as establishing how our data-driven solutions are developed and coded. You will be encouraged to contribute your own ideas and expertise, as well as to keep your skills up to date through training and learning.
• The position reports to the Head of Integration and you will have the opportunity to engage with multiple teams across a number of different technological disciplines and geographical locations.

Core Responsibilities

• Monitor and maintain core ETL processes.
• Troubleshooting and problem resolution for MS SQL Server related issues.
• Work closely with senior database developers to document requirements, design technical solutions and attend project workshops and meetings.
• Develop changes in T-SQL and SSIS for both “business as usual” and project work streams.
• Model and document SQL data mapping solutions, working with business and other technical teams to decide on the best solution.
• Assist with regular releases to live systems and monitor monthly data processing batches.
• Proactively suggest improvements to code, tools and ways of working.

Essential Skills

• Minimum of 5 years' experience in developing and supporting SQL Server solutions
• Expertise in T-SQL, including writing complex stored procedures, views and triggers
• Experience of developing ETL routines utilising SSIS
• Have knowledge and experience of OLAP and OLTP environments
• Excellent problem-solving skills and a flair for reverse engineering complex code
• Experience working with Agile development methodologies

Highly Desirable

• C#, VB.net or any other programming language
• Git or other source control expertise
• Experience of continuous integration/delivery
• Experience in SQL Server Reporting Services or other reporting tools
• Experience working in an Agile team utilizing SAFe

The Person

• A real self-starter, happy to see a project or issue through to the end
• Passionate about technology and applying it to business solutions
• Enthusiastic and possessing a “can do” attitude
• Have a track record of getting things done whilst adhering to a governance framework
• A passion for SQL Server and all things data related

YOUR JOB

• You are responsible for organizing efficiently and processing correctly the flow of incoming and outgoing electronic documents, faxes, claims, etc. Some of your tasks include:
• Receiving and documenting claims within Intake and processing systems.
• Sorting, processing and vetting of claims firsthand for claims payment.
• File management and classification of data within Kofax.
• Electronic transfer of received claims to the various platforms in Cigna
• Triaging the flow of provider claims/queries and GOP Requests on Salesforce
• Indexing and managing the Intake provider claims and any other departmental tasks within stipulated TAT’s
• Managing the different channels through which claims are received.
• Any other tasks as allocated.

YOUR PROFILE

• You speak and write fluent English.
• You are accurate and pays attention to detail.
• You can work with different systems and applications in your day to day.
• You are organized and have excellent time management skills.
• You can deal with confidential information with the utmost discretion.
• You can accurately handle large quantities of electronic documents.
• You thrive in a fast-paced environment and can prioritize set tasks accordingly
• You are optimistic and resilient.
• You are a team player and can collaborate and engage with both your own team and with different teams.
• You have graduated with a Diploma or Degree from a recognized institution

Key Responsibilities:

• Collaborates with stakeholders to ensure customer needs are understood and align the Data Engineering backlog to achieve those customer needs
• Collaborates with Product Manager and Portfolio Managers to ensure backlogs align to business and product roadmaps
• Has final decision-making authority on acceptance criteria for product functions
• Maintains and refines the inflow of work to the team (product backlog)
• ​Responsible for decomposing features into user stories and acceptance criteria
• Ensures stories clearly communicate customer/stakeholder needs to the Agile team; work with team to clarify stories as necessary
• Assesses business value and prioritizes all stories to ensure work focuses on those with maximum value and aligns with strategy
• Partners with the Product Managers by contributing to story mapping and brainstorming activities to prepare and decompose work for teams
• Ensures the outcome and value is clearly defined and communicated to support technical assessments of solutions with the development team
• Works closely with cross-functional teams to validate product hypotheses and make data-informed decisions
• Must be aware of other work being completed within the Release Train so that they can help teams proactively manage risks and dependencies and propose optimal solutions
• Understands and supports inter-team dependencies and escalates prioritization issues when necessary
• Clearly communicates release timing and delivery dates to Product Management, Portfolio Leads and Key Stakeholders
• Works closely with their Scrum Master to understand progress to plan, identify blockers and paths to resolution
• Reports outward on progress against PI objectives and is accountable for JIRA reporting quality  
• Supports UAT and business readiness activities to ensure new capabilities deliver expected value for internal and external stakeholders

Required skills and experience

• Agile Product Owner experience required
• Experience in healthcare industry required
• Bachelor’s Degree required
• Strong English language skills required
• Strong communication and data skills including SQL with ability to translate customer needs into clear data requirements
• Knowledge of agile methodology required
• Strong stakeholder management skills required with a focus on ensuring the team are building the right things and building them right
• Experience working in JIRA tool or an equivalent preferred
• Both technically deep and business savvy enough to interface with cross-functional partners
• Proven ability to develop strong working relationships and establish a high level of credibility across functional and lines of business
• High attention to detail and proven ability to manage multiple, competing priorities simultaneously
• Demonstrates strong decision-making skills and problem-solving techniques
• Demonstrates ability to work independently and as part of a collaborative team in a fast paced and changing environment
• Strong adaptive capability; ability to approach problems pragmatically and creatively in the phase of changing circumstances, resources and direction
• Strong analytical skills and proficiency in using data to inform product decisions and measure success
• Some degree of flexibility to work with International Health stakeholders across multiple regions and time zones

Your job 

As a Care Team Senior Supervisor, you will be managing a team based in KL, Nairobi and Madrid. You will be responsible to motivate your own teams to ensure production levels and targets are achieved, to ensure effective processing controls are in place across locations, as well as championing efforts that achieve the highest possible levels of provider experience and satisfaction that enable the company to meet its growth and profit objectives. 

Your role will be broader than the day-to-day management of the team – your agile, provider centric mindset will ensure that you contribute to our overall provider operations strategy, identifying opportunities to enhance the service proposition and to improve the efficiencies and productivity of your teams. Your role will report into the Care Senior Manager based in Madrid. 

Your role will be to: 

• Responsible to lead dedicated care teams across the globe in and efficient and effective way. 
• Build and bring alive a true culture of provider centricity. 
• Responsible to meet operational KPI’s within the team in terms of production, quality, TAT, amongst others, and bring those alive across the team to deliver on those. 
• Analysing support workflows and making suggestions to improve efficiency and effectiveness and be active in seeking and sharing ideas for innovation in business processes.  
• Managing schedules of team members according to customer/provider demand and any service levels agreements.  
• Assess the capacity planning for your segments as well as following up on absences and coverage strategies to secure business continuity. 
• Taking part in forecasting and budgeting for customer service and tracking the actual performance against plan. 
• Produce meaningful, accurate management reports and statistical information in line with formats and timescales agreed with management, including trending and enhancement activities to quantify operational impacts. 
• Regular contact with Client Management, Service Ops, Clinical and other Cigna internal stakeholders within your remit. 
• Identifying and acting to remove obstacles to delivering consistently high levels of services.  
• Assisting and contributing with the design and rollout of new operational excellence projects.  
• Ensure strong employee engagement within the team, including day to day oversight, motivation, conflict management, training, wellbeing, and performance by providing coaching and skill development in collaboration with the other Care Team management and PSO Management Team   
• Working closely with senior management to help customer/ provider service deliver on their components of overall company goals and objectives. 
• Be a focal point for the PSO leads as well as other internal stakeholders. 
• Leading and supporting your teams through required changes. 
• International travel on quarterly basis might be required. 

Your profile

• Minimum 2 years' experience leading operational teams within the company or outside.
• International mind-set, with holistic and able to work remotely with colleagues and direct reports across locations. 
• Striving for excellent service to our members, clients, and providers. 
• Experience in and passion for coaching, managing, developing, and motivating individuals and the team. 
• Experience in change and process improvement management - with a proven track record in improving customer service standards. 
• Experience managing offshore teams. 
• Strong presentation skills, and knowledge of Window Office tools like Word, Outlook, Excel, Powerpoint. 
• A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives. 
• Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members. 
• Proven data analytics skills (advanced Excel, Qlikview, Tableau ...).
• Results orientated – ability to cascade and explain goals, establish plans and manage work to achieve desired outcomes.  
• Accountability – assumes ownership for achieving personal results and collective goals. 
• Strong communication skills: demonstrating drive and enthusiasm. High level of English is a requirement.

Key Competenties

• Manage ambiguity  
• Balances stakeholders  
• Organizational Savy  
• Drives Engagement  
• Build effective teams  
• Tech savvy  
• Global perspective  
• Data driven  

What we offer?

• Type of Contract: Permanent.
• Multicultural working environment: A diverse job in an international context with impressive clients.
• Hybrid working: Enjoy working from the comfort of your home 3 days per week and 2 days from our Madrid office. Cigna’s “Happy You”: health and wellbeing initiatives, flexible work hours, home working opportunities.
• Flexible starting hour: Official Schedule Monday to Friday 9.00 to 17.00 but with flexibility. Our shifts are from 7:00 to 9:30, with the possibility to choose the time that suits you best.
• A wide range of social benefits (such as: healthcare insurance, pharmacy insurance, dental insurance, vision insurance, life insurance, shuttle bus and so on) and attractive salary packages.

About the Team and Role:

• Cigna International Health (IH) consolidates data into a Common Data Model and Integrated Data Store to enable delivery of a seamless Digital experience to all of our stakeholders, clients, plan members, healthcare providers.
• The Data Mapping team within Cigna IH provides mapping services and expertise to any team or project within Cigna IH that needs consolidated data.
• Your role will be a hands-on role responsible for delivering these mapping services to our stakeholders. 
• You will collaborate with team members, data analysts, systems analysts, product and business partners to evaluate and validate requirements and do the most optimal data mapping against our common data model. You will also be participating in developing our Data Management Tooling platform.

Skills/Tasks

• Delivery of the Data Mapping team you will work in, work with ecosystem, project managers, scrum masters and product owner to ensure that work is completed and that queries, issues, escalations are resolved.
• Owning individual mappings for inbound or outbound mapping, own updates to mapping documentation, monitor evolving scope & perform gap analysis, plan and lead workshops, follow-up on CRs to incorporate in plan, manage SMEs and allocate pre-work and research, provide metrics, action data QA feedback.
• Build SQL queries to check the results from the mapping workshops.
• Validating change requests with full team, perform impact analysis, update and Cigna Data Model
• Establishing and maintain strong business relationships with key stakeholders.

About you:

• Problem solver with excellent analytical skills and people skills
• Strong communication and presentation skills with ability to organize and facilitate workshops with several stakeholders
• Should be resourceful, work well under pressure, and able to keep up in a fast-paced environment.
• Extremely detail oriented, with excellent organization skills
• Ability to build strong working relationships across the organization
• Strong preference for Data Management; able to bridge Data Engineering teams (Mapping, Build & Test data flows, Data Governance) and business/project teams.
• Capable of writing (T-)SQL code to check the results from the workshops. As we operate in an Agile environment, as a full-stack team member you might assist in building and maintaining SQL (and SSIS) code to actually ingest the mapped data into the Integrated Data Store.
• Understanding of Healthcare Insurance industry.

Ideally you will have experience with:

• Over 5 years experience of data analytics / business analytics experience strongly preferred
• Experience with standard tools such as MS Excel
• Experience with SQL and affinity with Relational Data Models
• Proven ability to manage stakeholder communications and facilitate workshops, demonstrating strong verbal and written skills
• Demonstrated knowledge of healthcare products, benefits, claims, and/or customer service or related experience
• Experience with Data Management tools such as Informatika, Collibra, Erwin is a plus

SUMMARY 

• As a Sales Manager, you own your region, develop your strategy, and execute this. For this role the region is defined as South Africa and other French speaking countries in Africa. A typical day might include the following:

YOUR JOB

• Building relations within your markets to develop concrete business opportunities and create new sales leads
• Set everything aside to close a deal.
• Prepare presentations & proposals
• Building a healthy pipeline and execute on it in order to close your deals
• Broker events
• Review and adapt your regional strategy to maximize results
• Finish a quote before the deadline while following internal processes

What skills do you need?

• Do you have 5 or more years of experience working in the international health insurance industry? Great start!
• You have strong commercial, networking and negotiation skills? That’s essential for the role.
• You are proficient in English, French language is a plus.
• Finally if you are a driven by closing business and get excited by exceeding your sales, you might just be the perfect fit.

You will love this job if you…

• Love sales and get motivated by working with targets
• Are well-organised in following up on your sales leads
• Nurture relations and enjoy developing them
• Are triggered by the opportunity to map and adapt our sales strategy
• Feel in your natural habitat at networking events and in presentation rooms
• Have a strong sense of accountability and like to be empowered
• Like to work independently, but also value the input of others
• Can cope with the stress of deadlines and taking decisions in unexpected situations
• Are agile and enjoy adapting to an ever changing environment