Medical Operations Coordinator (iXchange)

PT INTI SARANA ANUGERAH; Jakarta Utara; On-site; IDR 90,000,000 - 180,000,000; Full time

Job summary

PT INTI SARANA ANUGERAH is seeking a Medical Operations Coordinator (iXchange) to deliver exceptional customer service to patients, insurers, brokers and partners via phone, email, and Case Tracker. You will coordinate cases, review policies, and ensure efficient processing in line with company policies.

The role requires strong English communication, understanding of medical terminology, data protection awareness, and the ability to manage workloads and shifts including 24/7 patterns.

Qualifications

• Good command in English written and verbal communication skills is a MUST.
• Medical Assistance or Insurance experience preferred.
• A general understanding of medical terminology and abbreviations.
• Has initiative, the ability to prioritize and takes responsibility.
• Follows policy and procedure including data protection.
• Computer literate and good ability in managing working applications/tools.
• Work well under pressure with excellent time management skills and organizational abilities.
• Attention to detail and process-orientated thinking.

Responsibilities

• Deliver excellent customer service and manage the needs of our customers (patients, insurers, brokers and partners) through various communication channels such as phone, email and Case Tracker
• Demonstrate an understanding of all key clients’ policies, schemes and billings procedures
• Coordinate cases in an efficient and cost effective manner in accordance with company policies and procedures
• Manage cases with a view to moving them forward in the best interests of the member and client as per company protocols
• Work harmoniously with fellow operations staff and members of the medical team in the coordination of patient care and benefits determination with our clients.
• To be the first point of contact for members, clients and colleaguesfrom other regions.
• Ensure incoming calls are answered promptly, appropriately and courteously.
• To manage an allocated load of cases within the shift and ensure that it is communicated appropriately and efficiently in the transmission handover
• Ensure that sufficient logistic arrangements are made in timely and appropriate manner to meet the needs of members and clients.
• Ensure continuity of service delivery by answering all queries in a timely, efficient and professional manner.
• Carry out any other reasonable duties as requested by the manager.
• Must be willing to work as part of a 24/7 shift pattern. Operational requirements may require flexibility in working hours and shift length.
• Co-operate with management in its fulfilment of its contractual obligations.

Skills

English proficiency

Medical terminology

Prioritization

Data protection awareness

Job description

Medical Operations Coordinator (iXchange)

A. Essential Job Duties and Responsibilities:

Deliver excellent customer service and manage the needs of our customers (patients, insurers, brokers and partners) through various communication channels such as phone, email and Case Tracker

• Demonstrate an understanding of all key clients’ policies, schemes and billings procedures
• Coordinate cases in an efficient and cost effective manner in accordance with company policies and procedures
• Manage cases with a view to moving them forward in the best interests of the member and client as per company protocols
• Work harmoniously with fellow operations staff and members of the medical team in the coordination of patient care and benefits determination with our clients.
• To be the first point of contact for members, clients and colleaguesfrom other regions.
• Ensure incoming calls are answered promptly, appropriately and courteously.
• To manage an allocated load of cases within the shift and ensure that it is communicated appropriately and efficiently in the transmission handover
• Ensure that sufficient logistic arrangements are made in timely and appropriate manner to meet the needs of members and clients.
• Ensure continuity of service delivery by answering all queries in a timely, efficient and professional manner.
• Carry out any other reasonable duties as requested by the manager.
• Must be willing to work as part of a 24/7 shift pattern. Operational requirements may require flexibility in working hours and shift length.
• Co-operate with management in its fulfilment of its contractual obligations.

B. Required Skills & Experience

Good command in English written and verbal communication skills is a MUST

Medical Assistance or Insurance experience preferred

A general understanding of medical terminology and abbreviations.

Has initiative, the ability to prioritize and takes responsibility.

Follows policy and procedure including data protection.

Computer literate and good ability in managing working applications/tools

Work well under pressure with excellent time management skills and organizational abilities.

Attention to detail and process-orientated thinking.