1. JOB PURPOSE:
To handle calls, inquiries and provide customers with support and consultancy relating to Health and Life claims to push expertise for prompt and accurate assessment and excellent services.
2. ACCOUNTABILITIES:
- Handling 24/7 inbound and outbound calls about customers and sales Health and life claims concerns, enquiries and complaints in a timely manner and in accordance with company's policy, providing right information, appropriate solutions and alternatives.
- Handling hospitals/medical providers enquiries for arrangement of direct billing services to DLVN's clients.
- Updating completed and accurate information on customers/sales/hospitals interaction in system promptly and accurately.
- Duties to support Department targets and Company objectives as and when assigned by Line Manager.
- Collaboration and maintaining good relationship with cross departments/functions to smoothly solve all claims-related issues and reach claims objectives.
3. REQUIREMENTS:
Knowledge and experiences
- Bachelors degree in sociology, law or equivalent, preferably in insurance field.
- Having experience in insurance or Healthcare industry is preferable.
Technical skills
- Problem Solving
- Complaint-handling communication skills
- Advanced knowledge of Microsoft Office 365, data driven
Soft skills
- Negotiation
- Problem solving
- Teamwork
- Multi-tasking
Personal Attribute
- Service-minded
- Proactive
- Enthusiasm
- Collaborative
4. CHALLENGES:
- Ensure that all claims are handled promptly, effectively with agreed service standards;
- Ensure that clear and timely communication are made to sales force in relation to claims assessment and payment;
- Ensure that all works done are customer focused;
- Work under high pressure.
