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Medical Services Specialist

2 weeks ago

Singapore Prudential plc Full time

Medical Services Specialist (1 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.

PRUShield Claims recovery is a main key initiative for the Medical Portfolio Management team. Under PRUShield Claims recovery, our team assists customers in submitting claims to a third-party insurer.

This role includes processing payments recovered from third-party insurers via Fund Transfer or Cheque, issuing Token of Appreciation to Policyholders and Incentive to Financial Consultants. This role also includes assisting Policyholders in booking an appointment with a Specialist under our PRUPanel Connect programme.

This is an exciting opportunity for those keen on taking on a new challenge that will have a direct positive impact to our organization's bottom-line.

**Role & Responsibilities**

**Reimbursement**
- Handle and process cheque payments weekly
- Create Journal, Payment & Letter for Token of Appreciation, adhering to standard operating procedures on daily basis
- Input data for incentives meant for Financial Consultants on monthly basis
- Input HRN for MMCR file on weekly basis
- Process Electronic Fund Transfers, adhering to standard operating procedures, on weekly basis
- Input Copay cases to Copay Token of Appreciation working file
- Process self-refund cases

**PRUPanel Connect Appointment Booking**:

- Call Hospitals / Day Surgery Centres to book appointment with a Specialist for Policyholders
- Answer call enquiries that clients may have about PRUPanel Connect
- Educate clients on eligibility criteria for PRUPanel Connect benefits
- Send monthly reports to Partner Hospitals / Day Surgery Centres

**KPIs**

You will be required to:

- Attend to appointment booking requests within 2 hours
- Appointments have to be made within 3 workings days
- Issue Token of Appreciation to Policyholders within 14 days
- Process refunds from Group Insurer within 3 working days
- Error rate for receipting within 10 a year
- Meet the financial target set for PRUShield Claims Recovery by processing the reimbursement received from the third-party insurers

**Who we are looking for**:
Competencies & Personal Traits
- Meticulous, able to process backend systems with accuracy
- A keen learner and able to work independently
- Friendly, proactive and service oriented individual with good interpersonal and communication skills
- Problem solving skills and a great team player who enjoys being in a target driven team
- Team player and enjoys interacting with customers

Working Experience
- At least two years' experience in a customer service capacity or outbound/ in-bound call centre environment
- One to two years' experience in integrated shield/ life insurance/ claims will be advantageous

Professional Qualifications
- Life insurance qualifications - Certificate in Life & Health Insurance will be an added advantage
- Proficient in MS Office such as Word and Excel

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

Language
- Strong command of the English language

Job ID 24040100