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Leveraging Experience and Knowledge to Serve International Organisations

5 April 2018

Cigna’s mission is to help our plan members improve their health, wellbeing and sense of security. A critical component of that mission is our outstanding customer service delivery. Helga Gils, Cigna's Service Operations Director, takes you on a journey behind the scenes of the Customer services team and their key priorities.

How would you describe your role?

Together with my colleagues and teams across the globe, I oversee the service delivery for all of our clients. Within Customer Services, we put the client and plan member at the front and centre of everything we do and ensure we’re there for them during the moments they need us most.

I’m passionate about delivering a flawless service. With our clients’ global footprints, it’s essential we provide their employees with easy access to care, intuitive tools and an outstanding service model on a 24/7 basis.

I ensure our teams across the globe are engaged and have the necessary tools and expertise to support our plan members and to deliver the excellent service we stand for. By listening to feedback, we receive guidance on our strengths and opportunities for improvement. This input allows us to continuously challenge ourselves and further optimise our service delivery. At the same time, in this rapidly changing environment, I also ensure we find ways to improve our services through innovation.

What do you think is most important when providing health services for International Organisations?

I feel that knowing the unique needs of each client and plan member is critical when servicing International Organisations. A deep understanding of the local situation is vital in any customer journey. Whether our clients are located in large capitals or in remote areas, we’ll ensure our service model is adjusted to the local situation by tailoring the network or optimising access to our tools and services.

Knowing our plan members and understanding what matters to them is essential as well. Whether that’s setting up direct payment, helping them understand their benefits, guiding them to a specialised provider, or reimbursing their claims, we’re there for them.

We proactively inform plan members of their benefits, the tools we offer and the services we deliver. I also think that trust and a strong partnership are key elements in providing health services. And so do our clients. In our latest Client Satisfaction Survey they described our partnership as ‘professional, reliable and customer orientated’. These are key values we put forward in our day-to-day operations, so that’s great feedback!

“A deep understanding of the local situation is vital in any customer journey.”

How do you guarantee quality service?

Providing health insurance to International Organisations is what we’ve been doing for 60 years. This wealth of knowledge and experience helps us serve people all around the world. Thanks to our teams across the globe, we can leverage a global reach tailored to the local needs of our plan members.

For years we’ve been building an extensive coaching and training programme to guarantee each team member is fully equipped to provide the excellent service we stand for. Team members are trained to understand the local practices such as access to care, billing methodologies but at the same time understand the specifics of our various benefit plans.

We also have an independent quality team that performs quality checks on all the work we do. Based on their findings we can identify trends and opportunities for improvement which allow us to tweak our service model and our trainings accordingly to ensure we continue to deliver excellent service.

“Thanks to our teams across the globe, we can leverage a global reach tailored to the local needs of our plan members.”

How are plan member expectations changing?

The environment is changing and so are expectations. We notice four significant evolutions.

  1. Plan members want interactions to be easy and hassle free. Our online claiming tool allows customers to upload their medical claims online in an easy and intuitive way. In 2017, online claiming rose from 30% to more than 65%. This is a great evolution, not only because it speeds up the claims reimbursement but – more importantly – because it improves quality.
  2. Next to turn-around-time, plan members value high quality services. We have a clear focus on quality and first time resolution in our day-to-day operations.
  3. Personalisation is expected. We responded to this by improving our welcome communication. New plan members now receive a fully personalised welcome email including a personalised welcome video walking them through their journey with us and explaining our tools and services.
  4. Customers are becoming more health-conscious. That’s why we offer an extensive range of Health & Wellbeing services to keep healthy people healthy. One example is the Cigna Wellbeing™ app, a free tool to help plan members manage their health and wellbeing wherever they are in the world.

The digital revolution will have a significant impact on how we serve organisations and their employees. We have a number of projects in the pipeline to make their lives easier and to increase efficiency and quality. Keep an eye on this Newsroom for updates.