Intake Care Representative - GHB EU

About the role

Cigna Healthcare is hiring an Intake Care Representative in Madrid for its Provider Services Organisation (PSO) CARE Team, which serves Global Health Benefits Europe. The team reviews and handles requests for treatment and hospitalization so that they are processed accurately and on time. You will work with colleagues in Madrid and Bengaluru and with internal teams managing each case.

Key responsibilities

• Process Guarantees of Payment (GOPs) with colleagues, and analyze requests for treatment and hospitalization, including treatment, amount and expected length of stay under the applicable policy.
• Verify the patient's extent of cover and relevant policy information, and review the relationship with the healthcare provider and the costs involved.
• Monitor cases from an administrative perspective, follow up on pending information and documentation, and maintain accurate case records.
• Identify cases needing further review and refer them to Case Coordination, Case Managers or Medical Advisors.
• Act as a point of contact for hospitals and providers, communicate regularly by email and telephone, and obtain the documents needed to process requests.
• Collaborate with the CARE Team and other internal teams, ensure clear handovers when cases are transferred, and raise issues that need extra support.
• Follow procedures and deadlines, prioritize your workload, and adapt to changes in processes and systems.

Required profile

• Fluent English, written and spoken; additional languages are an advantage.
• Previous experience in a medical or healthcare environment is an advantage but not required.
• Experience in customer service, administration, insurance or another service-oriented environment is beneficial.
• Comfortable working independently and in an international, multicultural environment, and adaptable to learning new processes and healthcare terminology.

Required skills

• Analytical and problem-solving skills, with strong attention to detail.
• Strong communication and customer service skills.
• Able to organize and prioritize workload and meet deadlines.
• Team player with accountability and planning and prioritization.