Manager, Concierge Service

4 weeks ago

Singapore GREAT EASTERN Full time
Manager, Concierge Service (Medical Care Concierge Team)

Join to apply for the Manager, Concierge Service (Medical Care Concierge Team) role at GREAT EASTERN .

**About The Job:**
To lead and oversee customer service operations for triage and cashless processes, ensuring timely and accurate support to customers and providers while meeting performance and quality standards.

  • Oversee daily operations for Triage and Cashless teams to ensure efficient handling of medical queries and pre-authorization requests.
  • Lead and manage a team of Assistant Managers and Associates to meet service KPIs (e.g., response time, case resolution time, customer satisfaction).
  • Streamline SOPs for triage assessment and processing cashless approvals.
  • Liaise with healthcare providers and claims departments to resolve complex cases.
  • Monitor escalated cases and ensure timely resolution in line with service quality standards.

**Qualifications:**

  • Bachelor's degree in business, healthcare administration, or related discipline.
  • 5–8 years of experience in customer service operations, preferably in insurance, healthcare, or TPA.
  • Prior leadership experience managing teams in a customer-facing healthcare role.
  • Strong problem-solving, communication, and stakeholder management skills.
  • Familiar with letter of guarantee issuance workflows and healthcare provider interactions.

**Additional Information:**

  • Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes.
  • Work Location: SG-GE Centre
  • Job Type: Full-time
  • Seniority Level: Mid-Senior level
  • Industry: Insurance, Financial Services, and Banking
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