Medical Services Coordinator

2 months ago

Singapur, Singapore Prudential plc Full time
Job Title: Medical Services Specialist

At Prudential plc, we are committed to delivering exceptional customer experiences and making a positive impact on people's lives. We are seeking a highly skilled and dedicated Medical Services Specialist to join our team.

Job Summary:

The Medical Services Specialist will play a critical role in ensuring the smooth operation of our healthcare services. This includes verifying client information, issuing campaign benefits, and providing exceptional customer service through our hotline and email inquiries. The successful candidate will be responsible for monitoring and ensuring daily service level agreements are met, maintaining quality standards, and informing clients about eligibility for panel programs and benefits.

Key Responsibilities:
  • Verification of clients and issuance of campaign benefits
  • Answer general customer service queries by attending to hotline and email enquiries on our panel programme
  • Monitor and ensure daily service level agreement for ticket resolution is met
  • Abide to SOP and quality standards are maintained at all times
  • Inform clients on how to be eligible for panel programme, eligible benefits and value added services
  • Prepare content for website & communications
  • Assist in managing efficient and timely communications / updates to stakeholders as appropriate and follow-up on other operational matters
  • Provide support to prepare presentation materials for regular management / partnership meetings as well as management reporting
  • Prepare and send monthly reports to relevant stakeholders
  • Schedule meeting invites, prepare meeting materials and send out meeting minutes as well as documenting and following up on action items with the respective internal and external stakeholders
  • Reconciliation of utilised benefits and manage the payment of vendors
  • Liaise with vendors such as healthcare provider clinics on all budget and operation management and maintain mode of frequency
  • Outreach and engagement activities with relevant stakeholders
  • Ensure healthcare clinics adhere to SOP and prompt payments are carried out
  • Takes charge of all logistics and administration such as arranging courier to collect forms and letters from healthcare clinics, etc
  • Provides periodic status updates to healthcare clinics and updates working file and backend system
Appointment Booking:
  • Manage appointment booking hotline from Monday – Friday 8.30am – 5.30pm
  • Once an appointment request is received, a callback to customer is required within 2 hours
  • Coordinate with partner healthcare institutions/clinics and customers to book a specialist appointment within 3 working days on a best effort
  • Send confirmation email to customers once appointment has been made
  • Answer enquiries via the central mailbox within the service level agreement
  • Create awareness and inform customers on how to be eligible for PRUPanel Connect benefits
  • Send monthly reports to partner healthcare institutions
  • Ensure quality assurance of customer data extracted by Technology teams are accurate, would require random checks
  • Work with internal PACS Datahub team to ensure all data extraction and ensure that weekly listings via email are accurate
  • Liaise with healthcare providers to coordinate General Practitioners (GP) appointments
  • Ensure that billing between healthcare providers and PACS are in place via payment gateway
Requirements:
  • At least two years' experience in a customer service capacity
  • Experience in a communication role
  • Works in a design creative agency is an added advantage
Preferred Qualifications:
  • Proficient in design, creating PowerPoint slides for presentation to management
  • MS Office such as PowerPoint, Word and Excel
  • Photoshop skills will be an added advantage
Language:

Strong command of the English language, written and spoken. And spoken in Mandarin as an added advantage

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