Medical Services Specialist

Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow and Succeed.

Job Profile Summary:
As a Medical Services Specialist, you are the key person in Medical Portfolio Management team and you will be reporting directly to the Medical Services Consultant.

**Job Description**:
PRUPanel Connect Website Maintenance
- Work with Medical Services Consultant closely to ensure the specialists profiles are accurate and that the excel file to be uploaded to the website is formatted accordingly to the website layout.
- Prepare Work Requests for specialists profiles including home page, FAQ and T&C updates for Marketing team to be uploaded to the website
- Liaise with Marketing team to perform user acceptance testings before all uploads are launched on live site, which includes home page, FAQs and all other relevant pages.
- Liaise with PRUShield Claims team to make sure all specialists information online is similar with information on backend system
- Perform uploads to the Sitecore Content Management System

Outbound Calls for PRUShield Recovery:

- Ensure SOP are followed when handling outbound and inbound calls to customers at all times.
- Daily reporting to Team Lead on call activity and outcomes.
- Provide end to end support for each case handled.
- Ability to assist customers on their recovery claims process.
- Attend service and product trainings or any other trainings as and where required.
- Adhere to standard operating procedures for customer data privacy and protection.
- Provide Team Lead with feedback from customers and financial consultants.
- Adhere to company’s code of conduct.
- Provide administrative support such as arranging courier, collecting courier, scanning and printing documents.

PRUPanel Connect Appointment Booking:

- Regular monitoring of PPC mailbox for handling all appointment requests received via website and Contact Centre through phone call.
- Handle all appointment requests received to PRUPanel Connect (PPC) mailbox and ensure all requests are attended to within Service Level Agreement.
- Contact PPC partner healthcare institutions (HI) and customers via phonecall to facilitate the appointment booking.
- Able to meet KPI to facilitate all appointment bookings within Service Level Agreement.

Who we are looking for:
Competency & Personal Traits
- Strong communications skill to articulate all stakeholders requirements to internal stakeholders and external vendors
- Very meticulous and ensuring all website content are accurate and update
- Great team player Solid stakeholder management skills, connecting and building internal and external relationships with a broad range of backgrounds and sectors
- Meticulous and great in administrative Operational functions
- Passion for outstanding customer service
- Knowledge and work experience in Life Insurance is an advantage

Working Experience
- Fresh graduates are welcome.
- Able to start work immediately or within short notice period
- Understanding of Financial services and Shield product is an advantage
- 1 to 2 years’ experience in a customer service capacity preferred
- Life insurance qualifications - Certificate in Life & Health Insurance will be an added advantage.

Education
- Poly diploma, GCE A level or relevant work experience.

Language
- Fluent written and spoken English
- Other languages (Mandarin) will be an added advantage