Subject Matter Expert at Cigna

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  • Company: Cigna
  • Location: Kenya
  • State: Nairobi
  • Job type: Full-Time
  • Job category: - Accounting Jobs in KenyaFinance Jobs in Kenya
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Job Description

Cigna is a global health service company, dedicated to helping the people we serve improve their health, well-being and sense of security. Cigna has almost 40,000 employees who service over 80 million customer relationships around the world. Within its international division, a dedicated unit – headquartered in Belgium – focuses on the needs of International Organisations. This unit is specialised in servicing customers in remote areas as well as central hubs with five service centres in each time zone (Miami, Antwerp, Madrid, Nairobi and Kuala Lumpur) and local representations on every continent. When you work at Cigna, you can count on a different kind of career. >> Why join us? Healthy careers Cigna gives you the opportunity to grow and develop professionally and personally. Because we know our success begins with yours. Healthy returns We offer you monetary and non-monetary rewards. Our compensation is differentiated among employees based on responsibilities and performance. Healthy culture We stand for a work environment that includes the beliefs, values, norms, and management style of our company. Communication is key to our culture. Healthy life We show commitment to our employees’ health, well-being and security, with a strong focus on wellness.


As an SME you will support the supervisor and team manager in your relevant process.

Key to the role will be building/maintaining an in depth knowledge of (part of) the process to continuously improve the processes and share that knowledge to deliver a high quality customer centric service offering.  Your role includes:

  • Being responsible for managing a portfolio of key clients: you engage with clients to build relationships and you educate, i.e. communicating directly via email and telephone, or processing claims within the agreed service levels (based on the process you belong to)
  • Building and maintaining a solid in depth knowledge in (part of) your process
  • Being an expert user of any of the used tools within the team and/or any of the partner set-ups in place
  • Being the organizational ambassador for your knowledge area within your own team and across the wider organization. You are the go to person in case of questions on your area of expertise.
  • In that role, being able to represent the Process / Organisation in (entreprise wide) projects, stakeholder meetings, or act as a relationship manager towards some of our (internal/external) strategic partners or act as a trainer.
  • Option to take over SPOC role for particular clients/accounts if required
  • Being proactive in identifying improvement/enhancement opportunities and be active in seeking and sharing ideas for innovation in business processes.
  • Striving to provide excellent service to our members and clients
  • Playing an active role in a culture of continuous improvement
  • Taking ownership of any escalated cases and providing updates to the Supervisor on any issues
  • Taking ownership of solving any issues (if applicable) in your area of expertise
  • Proactively addressing and/or escalating any risks
  • Developing/maintaining proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service.
Specific for Claims SME’s:
  • Support the financial verification of the team, including approval of manual payments
  • Support of quality audits (financial verification + extra verification) with a clear focus on the financial and procedural accuracy company KPI’s. You document your findings, share them with the supervisor and you discuss corrective actions on individual and team level with the Supervisor.
  • Resonsible to provide training on specific topics where you act as a subject matter expert, be it a process or a client, including the lead of the training organisation and coordination.
  • Support the onboarding and training phase of newbies, or colleagues taking up new accounts, including their performance reporting.
Method of Application
Submit your CV and Application on Company Website : Click Here Closing Date : 30 April. 2022