Administrative Services Representative

Job Summary: 

We are seeking a highly organized and detail-oriented Administrative and Queue Management Specialist to join our growing team. you will be responsible for managing and optimising case queues within Salesforce to ensure timely allocation and handling of workload within set SLA’s. By prioritising tasks, maintaining SLA commitments, and collaborating with stakeholders, you will play a crucial role in delivering seamless Work allocation and minimising delays in customer communication and experience.

Key Responsibilities: 

• Accurately assess and categorize cases based on their nature and urgency. 

• Sorting and allocation of claims firsthand, ensuring they are accurately assigned. 
• Uploading healthcare provider details and information accurately into the system.

• Classification of data and support with reporting to the line manager. 

• Route cases to the correct queues within the queue management system. 

• Ensure efficient and timely case assignment to the appropriate customer service and claims handlers. 

• Identify and escalate any potential SLA breaches across various queues. 

• Monitor case volume and workload within the operational queues. 

• Maintain accurate and up-to-date records within the system. 

• Collaborate effectively with Team leaders and sites leads across all GIH sites
• Identify opportunities for process improvement within the Queue management workflow. 

• Participate in team meetings and contribute to discussions on improving team efficiency and effectiveness. 

Requirements: 

• 1-3 years of experience in an administrative or queue/case management role. 

• Preferred: Prior experience in the healthcare industry. 

• Strong attention to detail and accuracy. 

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook). 

• Experience with case management software (preferred but not required). 

• Strong communication and interpersonal skills. 

• Ability to work independently and as part of a team. 

• Problem-solving and critical thinking skills. 

• Excellent time management skills with ability to continuously prioritize set tasks accordingly. 

• Upholds utmost discretion when handling confidential information.  

Job Location: Kuala Lumpur  

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.