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Process improvement and transformation specialist
1 week ago
Process Improvement and Transformation Specialist (2 year contract)
Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.
Role Purpose:
The incumbent will work under the direction of the Lead, Process Improvement and Transformation, supporting the strategic vision by identifying and implementing operational improvements, system enhancements, and best practices within the PRUShield Claims Team. The individual will collaborate with cross-functional teams to drive transformative initiatives aimed at optimizing workflows, reducing inefficiencies, and enhancing service delivery. The role requires a proactive approach to problem-solving and the ability to foster a culture of continuous improvement within the division.
Organisation Context:
This role reports directly to the Lead, Process Improvement and Transformation and will be working closely with different teams to improve process and efficiency for the division. Key initiatives include identifying inefficiencies and proposing solutions to enhance systems, eliminating inefficiencies, investigating and reviewing escalations by claim users, and proposing short-term/long-term fixes for the team.
Job Description:
Review all system-related feedback/escalation from claim assessors and servicing team.
Work with tech team/Business Analyst to investigate issues and identify root causes, interim solutions, and permanent fixes.
Liaise with claim assessors/servicing team to raise Remedyforce tickets.
Keep track of all open tickets and send regular reminders to the technical team on open items.
Prepare and raise all necessary forms for system patching and table lifting/updates.
Review and sign off all system patching and table lifting/updates.
Work with respective claims team's representatives to gather requirements and feedback.
Work with Team Lead on identified issues raised by claims users and prioritization of all requests.
Review and sign off user stories.
Work with different tech teams identifying the effort required for each phase of enhancements including testing and set targets for deployment timelines.
Support QA team on test plan creation, review, and sign off test plans.
Review all test results to ensure the output is consistent with the requirements before providing signoff.
Sanction creation for all new staff.
Provide support on outstanding suspense and hospital recoveries.
Participate in monthly meetings for each team to gather feedback on system-related issues.
Provide updates and training to claims team on system-related enhancements.
Maintenance of data in Life Asia/Jireh system - panel/non-panel/Extended panel list.
Ensure timely updates of data provided by MOH in the system – Clinics, Cancer Drug List, TOSP/ICD Codes.
Who We Are Looking For:
Competencies & Personal Traits:
System-related knowledge is an advantage.
Able to work closely with different teams.
Ability to work in a fast-paced environment with tight deadlines.
Working Experience:
Minimum 5 years of experience, with a must-have experience in health/shield claims.
Education:
Bachelor’s Degree.
Prudential is an equal opportunity employer.
We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time/fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job, and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.
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