In today’s interconnected world, delivering high-quality healthcare to globally insured members requires more than just medical expertise; it demands a robust clinical governance framework, operational agility, and a relentless focus on the patient experience. At the heart of Cigna Healthcare, Global Individual Health (GIH) lies the Clinical Department, a cornerstone of care delivery that ensures members receive safe, timely, and cost-effective treatment across diverse geographies.
Our mission is clear: to provide patient-centered care that transcends borders. By combining clinical knowledge with operational efficiency, the team safeguards treatment integrity while navigating complex international healthcare systems. This commitment ensures that every member’s journey, from admission to discharge, is seamless, medically sound, and aligned with global best practices.
Among the services we offer to GIH customers, we can highlight:
Medical Advisory Program
A program designed for our doctors to support our customers by reviewing their care plans and ensuring they have access to the right treatment, at the right place, at the right moment. One in ten procedures our doctors reviewed were not the best treatment options for our customers.
Clinical Case Management
Our nurses oversee the entire treatment lifecycle for those customers with complex conditions, helping customers to identify gaps in care and coordinating with providers to guarantee continuity of care. This approach minimizes the risk of complications and fragmentation of care. It’s designed to accelerate recovery for these customers experiencing high-complexity conditions.
Hospital Support Program (HSP)
Through strategic partnerships with hospitals, the Clinical Department optimizes length of stay for critical pathologies, ensuring timely transitions to appropriate care levels and reducing unnecessary costs. This program targets customers admitted for longer than 10 days.
Chronic Condition Management Program (CCMP)
The CCMP focuses on managing diabetes and cardiovascular disease through education, proactive interventions, and personalized support, reducing long-term health risks by helping customers understand their conditions and modify their lifestyles.
Decision Support Services
Members with serious conditions benefit from independent second opinions provided by leading specialists worldwide, empowering informed decisions and reinforcing trust in treatment plans, helping them have better control of their health and care.
Telehealth Solutions
Digital innovation is central to accessibility. With 24/7 multilingual GP consultations, often described as “a doctor in your pocket”, members receive immediate, convenient care wherever they are.
Clinical Coordinator
For customers in the US, we have special support from a clinical coordinator. A US-based nurse who supports our members in navigating the complex US healthcare system.
Clinical Customer Advisor
For those situations where a treatment request cannot be covered, we have a dedicated nurse who will contact the member and explain the clinical reasons behind it, adding empathy to this difficult moment.
Beyond operational metrics, the department prioritizes empathy. Every interaction, whether approving a complex claim or explaining a clinical denial, is guided by a commitment to clarity and compassion. This human touch reinforces trust and strengthens the member experience.
The Clinical Department is more than a support function; it is a strategic enabler of GIH’s promise to deliver world-class healthcare across borders. Through integrated care models, digital health innovations, and unwavering governance, it ensures that members receive not only treatment but peace of mind, anywhere in the world.
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