**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.
+ Actively sup...