Medical Helpdesk Support

Manulife/John Hancock; Jakarta Pusat; Hybrid; IDR 150,000,000 - 210,000,000; Full time

Job summary

Manulife/John Hancock is seeking a Medical Helpdesk Support to review and assess medical claims from a clinical perspective, ensuring treatments, diagnoses, and hospitalizations align with medical guidelines and company policies. The role supports pre-approval requests and reviews medical documents.

You will collaborate with hospitals and internal teams, interpret medical information, and provide clinical input to support claim decisions.

Qualifications

• Bachelor’s degree in healthcare, medical sciences, nursing, or related field.
• Fresh graduates or doctors with 1–2 years of clinical experience welcome to apply.
• Experience as GP, intern, or hospital/clinic setting is an advantage.

Responsibilities

• Review and assess medical claims (reimbursement and cashless) from a clinical perspective.
• Validate diagnosis, treatment, and hospitalization against guidelines.
• Support pre-authorization processes for hospital and non-hospital cases.
• Assess medical necessity, length of stay, and treatment plans.
• Analyze medical records, discharge summaries, and supporting documents.
• Ensure completeness and accuracy of claim documentation.
• Assist in reviewing medical disputes and appeals.
• Provide clinical input to support claim decisions.
• Follow up on incomplete or unclear documentation.
• Identify potential overutilization or inconsistencies in claims.
• Escalate complex or high-risk cases to Medical Doctor if required.
• Ensure all assessments align with policies and regulatory requirements.

Skills

Analytical skills

Attention to detail

Communication skills

Problem solving

Education

Bachelor’s Degree in Healthcare/Medical Sciences/Nursing

Tools

Microsoft Office

Job description

The Medical Helpdesk Support is responsible for reviewing and assessing medical claims from a clinical perspective to ensure treatments, diagnoses, and hospitalizations are appropriate and aligned with medical guidelines and company policies. The role supports pre-approval requests, reviews medical records and supporting documents, and works closely with hospitals and internal teams to clarify claim information and support claim decisions. The role requires strong clinical judgment, attention to detail, and the ability to interpret medical information while helping ensure a fair, accurate, and efficient claims assessment process.

Position Responsibilities

• Review and assess medical claims (reimbursement, and cashless) from a clinical perspective.
• Validate appropriateness of diagnosis, treatment, and hospitalization based on nursing and medical guidelines.
• Support pre-approval (pre-authorization) processes for hospital and non-hospital cases.
• Assess medical necessity, length of stay, and treatment plans.
• Analyze medical records, discharge summaries, and supporting documents.
• Ensure completeness and accuracy of claim documentation.
• Assist in reviewing medical disputes and appeal cases.
• Provide clinical input to support claim decisions.
• Follow up on incomplete or unclear documentation.
• Identify potential overutilization, irregular treatment patterns, or inconsistencies in claims.
• Escalate complex or high-risk cases to Medical Doctor (if required).
• Ensure all claim assessments are in line with company policies, clinical guidelines, and regulatory requirements.

Candidates with a medical background will be preferred.

Required Qualifications

• Bachelor’s Degree in Healthcare, Medical Sciences, Nursing, or a related field.
• Fresh graduates or doctors with 1–2 years of clinical experience are welcome to apply.
• Experience as a General Practitioner, internship doctor, or in a hospital/clinic setting is an advantage.
• Good understanding of medical diagnoses, treatment plans, and hospitalization practices.
• Able to review and interpret medical records, laboratory results, and clinical documentation.
• Strong analytical and problem-solving skills.
• Detail-oriented with good documentation and reporting skills.
• Good communication skills and ability to work with multiple stakeholders.
• Proficient in Microsoft Office applications.
• Interest in insurance claims, managed care, or medical case assessment is preferred.

Preferred Qualifications

• Solid interpersonal skills to effectively build relationships and communicate with other departments.

When you join our team

We’ll empower you to learn and grow the career you want. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. As part of our global team, we’ll support you in shaping the future you want to see.

We’re proud of our accomplishments and recognition. Recent awards include: 2026 Gallup Exceptional Workplace Award Winner; Manulife Named one of Forbes World’s Best Employers 2025; Financial Times World’s Best Employers Asia-Pacific 2026; We’ve been recognized as one of Canada’s Top 100 Employers 2026; #1 Life Insurer for AI Maturity by Evident 2026.

About Manulife and John Hancock Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html. Manulife is an Equal Opportunity Employer At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [e-mail].

Working Arrangement Hybrid

We’re Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and industry-leading AI, and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go.