Description

Position Overview

You will be responsible for handling enquiries, providing accurate information, and ensuring a smooth service experience. Depending on your assigned function-Healthcare Provider Relations, Business Development Support, or Customer Support-you will support daily operations by managing cases professionally and maintaining service standards. This role is ideal for individuals who enjoy problem-solving, communicating with different stakeholders, and contributing to a positive customer journey.

Key Responsibilities

Across all teams, you will:

• Handle enquiries via phone, email, or live chat and provide timely, accurate information
• Support enquiries related to medical cards, authorization, claims, policy information, or general service matters (according to assigned function)
• Manage and document case information with accuracy to maintain updated records
• Escalate issues according to established guidelines
• Provide recommendations to meet customer or provider needs
• Uphold a professional, service-oriented approach in all interactions

Team-Specific Focus Areas

Healthcare Provider Relations

• Respond to enquiries from healthcare providers regarding medical cards, pre-authorization, referrals, contract renewals, payment reviews, and portal access
• Maintain provider-related documentation and lists

Business Development Support

• Handle inbound and outbound member calls, ensuring clear and professional communication
• Manage customer enquiries and deliver quality service throughout the call process

Customer Support

• Resolve general and product-related enquiries through phone or digital channels
• Support members' needs while maintaining service efficiency and accuracy

Qualifications & Requirements

• Secondary School graduate
• 1-3 years of experience in customer service, insurance, healthcare, or related fields
• Strong communication, interpersonal, and problem-solving skills
• Professional telephone manner and service-driven attitude
• Responsible, reliable, and able to handle new challenges
• Proficient in Chinese (Cantonese and/or Mandarin) for daily communication
• Business-level English speaking proficiency
• Knowledge of medical or healthcare insurance products is an advantage