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