SYAZNI HANIS SAHIDAN
PROVIDER RELATIONS (APAC)
Shah Alam,Selangor
Summary
Dynamic and result-driven professional with more than 13 years of experience in leading end-to-end customer service operations within a fast paced and high-volume contact centre environment and provider relations within the insurance industry. Proven expertise in delivering exceptional client satisfaction, managing complex provider networks, and fostering business relationship. Adept a streamlining operation, resolving escalated issues and driving process improvements to enhance service delivery. Skilled leader with a track record of mentoring teams and achieving organizational goals.
Overview
14
14
years of professional experience
Work History
Provider Relations
Cigna Healthcare
10.2022 - Current
- Managed relationship with healthcare provider across APAC ensuring alignment with organizational goals and compliance standards
- Facilitated the end to end provider journey, from onboarding to ongoing support, to foster strong partnership with the healthcare provider
- Conduct regular interactions with stakeholders to monitor provider performance, resolve issues and enhance service delivery
- Educated providers on navigating the organization's operating model, driving engagement initiatives and improving operational efficiency
- Accountable to enable an effective and efficient collaboration with health providers in order to deliver best in class customer experience through the partnership with the providers
- Conducts all aspects of health care professional education for existing and newly contracted healthcare professionals as pertinent in the region to remove potential roadblocks preventing successful partnership
- Manage the ongoing relationship and handling day to day operations directly with healthcare providers, including follow up, negotiation and resolution of potential complaints, escalations, suspension or threats
- Responsible to enable an effective and efficient collaboration with health providers through monitoring and analyzing the operations KPIs, the results of the reconciliation of the accounts and others in order to provide comprehensive support and assurance of further follow up if needed
- Strive for continuous service improvement via analyses of root causes and proactive implementation of initiatives driven by outcome through data compilation from different team
- Actively communicated and prompt follow up combined with regular meetings with dedicated healthcare providers
- Consolidated feedback to Provider Service management team
- Conduct provider visits to the dedicated healthcare providers
- Proactive education to providers on the way to work with Cigna, including the roll out of new processes
Subject Matter Expert (SME) - Communication Team
Cigna Healthcare
11.2020 - 10.2022
- Lead and monitor the performance of the new hires towards achieving set objectives
- Review and validate the new hires work procedure, email before they proceed to send out the communication
- Render subject matter expertise in support teams in evaluation business operations and processes while providing training and mentor to new hires
- Partner with the management and business line management in identifying and rolling out new concepts across new contract acquisition and renewals category implementation along new system deployment
- Champion effective portfolio management approach in developing consistent discipline and methodology towards achieving innovation goals
- Prepare business cases, presentations and reports to the senior management while supporting ad-hoc deep-dive analyses in resolving specific business problems
- Presentation to the company client when required
- Constantly keep abreast with the latest knowledge of the entire communication process
- Updating / preparing the new procedure documents for the entire communication team
Senior Customer Service Representative
Cigna Healthcare
05.2015 - 10.2020
- Handled and resolved all inbound customer feedback and complaints towards delivering exceptional customer service at all times
- Listened attentively to the issues faced by customers while providing effective recommendations and solutions
- Assisted customers on product selection and ordering processing including issuing letter of guarantee while managing difficult and high value accounts when needed
- Facilitated inter-departmental communication to effectively resolve all escalated issues
- Provided training to new hires on the company's operations, policies and services
- Conducted periodic client visits as well as other administrative functions
Customer Service Representative
Cigna Healthcare
01.2013 - 05.2015
- Carried out a wide range of customer support functions including complaints and enquiries handling along with orders processing
- Provided information of products and services while assisting customers to understand respective benefits of each products
- Conceived creative solutions to complex challenges covering scheduling, conflict resolution and medical care
- Ensured swift investigation of all issues and followed up with customers on resolved issues to maintain high standards of customer service
Claims Analyst
AIG Malaysia Insurance Bhd
05.2011 - 08.2012
- Addressed inbound calls and written enquiries from patients, third-party payers and physician practices within set turnaround times
- Performed gathering and review of loss details furbished by clients and third-party claimants
- Provided status reports to clients and kept the Account Executive and Claims Manager informed
Education
Master Business Administration - undefined
Lincoln University College
Bachelor Business Administration - Insurance
University Teknologi Mara
Diploma Business Management - undefined
University Teknologi Mara
Skills
Microsoft Office
Profilestrengths
- Customer Service Delivery
- Performance Monitoring
- Portfolio Management
- Business Case Development
- Client Advisory
- Complaints Management
- Escalation Management
- Coaching & Guiding
- Procedures Formulation
- Process Improvement
- Provider Relations
Timeline
Provider Relations
Cigna Healthcare
10.2022 - Current
Subject Matter Expert (SME) - Communication Team
Cigna Healthcare
11.2020 - 10.2022
Senior Customer Service Representative
Cigna Healthcare
05.2015 - 10.2020
Customer Service Representative
Cigna Healthcare
01.2013 - 05.2015
Claims Analyst
AIG Malaysia Insurance Bhd
05.2011 - 08.2012
Master Business Administration - undefined
Lincoln University College
Bachelor Business Administration - Insurance
University Teknologi Mara
Diploma Business Management - undefined
University Teknologi Mara
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