Healthcare Client Experience Advisor

AIA Hong Kong and Macau; Hong Kong; On-site; HKD 250,000 - 360,000; Full time

Job summary

AIA Hong Kong and Macau is seeking an ambitious customer service professional to deliver reliable outcomes in medical insurance operations. You will help embed a customer-first mindset, own end-to-end issue resolution, and collaborate across teams to enhance the customer journey.

The role includes hotline operation, PA/LOG support, and supervising the Client Service Team to maintain high productivity, service quality, and customer satisfaction in a fast-paced environment.

Qualifications

• University/College graduate in any discipline.
• Strong interpersonal, communication and analytical skills.
• Hands-on experience in customer service and complaint handling.
• Good team player and customer focused.
• Insurance knowledge and medical background would be an advantage.
• Self-motivated, willing to take on challenges and able to work under pressure.
• Customer centricity as a core requirement, ensuring the role holder demonstrates a strong commitment to understanding and addressing customer needs.
• You are required to obtain relevant license if your job involves regulated activities.

Responsibilities

• Handles enquiries and complaints from customers, agents, and medical partners across the full spectrum of medical insurance operations, including underwriting, PA approvals, LOGs, medical service bookings and advisory, claims, and inpatient/outpatient arrangements.
• Manages complex cases and complaint calls escalated from the team, ensuring effective resolution.
• Follows through with agents and customers on servicing issues to ensure timely resolution and customer satisfaction.
• Executes within empowerment guidelines to handle cases efficiently.
• Supports the supervisor in identifying and implementing service improvements, including system enhancements and process reengineering.

Skills

Interpersonal skills

Communication skills

Analytical skills

Customer service experience

Complaint handling

Team player

Customer centricity

Education

University/College degree

Job description

AIA Hong Kong and Macau is seeking an ambitious customer service professional to deliver reliable outcomes in medical insurance operations. You will help embed a customer-first mindset, own end-to-end issue resolution, and collaborate across teams to enhance the customer journey.

The role includes hotline operation, PA/LOG support, and supervising the Client Service Team to maintain high productivity, service quality, and customer satisfaction in a fast-paced environment.