Healthcare Client Service, Advisor

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.

It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

About the Role
• Handles customers/agents/medical partners enquiries and complaints regarding all activities in insurance operation process (Medical Panel Service) through phone, email, WebChat/Video Chat.
• Support Manager on supervising the Client Service Team with the objectives of ensuring smooth daily operation of service hotlines to achieve the highest level of productivity, operations efficiencies, quality and customer satisfaction.

Roles and Responsibilities:

Hotline Operation (65%)

• Handles customers/agents enquiries and complaints regarding all activities in medical insurance policy operation process such as Underwriting, Prior Authorization Approval, Letter of Guaranteed (LOG) Medical Service booking and advice, Claims and In/Outpatient arrangement;
• Handle complex and complaint calls escalated from the team
• Deliver real time monitoring on the floor quality to avoid potential complaint and provides comprehensive and accurate solution
• Follow through with agents/customers on servicing issues;
• Executes empowerment guidelines;
• Motivate, coach and develop staff to sustain high service level
• Assist immediate supervisor to identify/implement the service improvement initiatives through system enhancement, process reengineering and etc.
• Identify the operation issue by monitoring the real cases and works closely with HCM Approval Service / Claims / Contact Centre to offer a long term solution
• Prepare regular hotline service report and analytics to identify service gaps and provide suggestions for improvement and drive relevant parties to improve customer experience
• Review and endorse time sheet of the team
• Analyze and evaluate the follow up log sheet
• Manage the long pending cases of the team

Training support ( 15 %)

• Provide training to the team regarding the HCM Client service scope

Administrative Works (10%)

• PA, LOG process
• Documentation / Service log or email to AIAHK Business Partners
• Works closely with AIAHK Business Partners to resolve the complaints and uncertain issues

Other responsibilities (10%)

• Being the Champion for staff engagement program
• Other duties and responsibilities as assigned by supervisor

Job Requirements:

• University/ College graduate in any discipline, or
• Strong interpersonal, communication and analytical skills
• Hands-on experience in customer service and complaint handling
• Good team player and customer focused
• Strong insurance knowledge & medical background would be definitely an advantage
• Self-motivated, willing to take on challenges and able to work under pressure

Others:

• You are preferred to obtain the license of Insurance Authority (IA) (Paper 1, 2, 3 and 5)
• You are required to obtain relevant license if your job involves in regulated activities

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.