Customer Service Lead Representitive - Cigna Healthcare
Core
Senior operational resource managing complex customer enquiries, complaints, escalations, and service recovery within a healthcare contact centre.
Role type
Senior IC Customer Service Lead Representative
Builds
Operational stability, service quality, and effective resolution of escalated member/provider issues
Domain
Healthcare Insurance / Contact Centre Operations
Required skills
Complex case resolution, policy interpretation, escalation management, stakeholder coordination, root cause analysis, shift handover management, reporting, knowledge sharing
Preferred skills
Healthcare insurance domain knowledge, managed care experience, complaint management frameworks
Technologies
CRM systems, case management tools, Microsoft Office (Excel, Outlook, PowerPoint)
Responsibilities
Investigate and resolve complex customer enquiries, complaints, and escalated service issues; Act as primary operational escalation point for advanced research and policy interpretation; Monitor service queues, backlogs, and ageing cases; Support service recovery and quality assurance activities; Identify recurring issues and recommend process improvements; Assist with operational reporting and knowledge-sharing initiatives.
Seniority
Senior, hands-on IC