Assistant Manager, Care Services

Great Eastern Life; Kuala Lumpur; On-site; MYR 50,000 - 80,000; Full time

Job summary

Great Eastern Life is seeking an Assistant Manager for Care Services to join their team in Malaysia. This role involves adjudicating guarantee letters, supporting customer service operations, and ensuring compliance with healthcare delivery. The ideal candidate will have a background in nursing or a related field, with several years of clinical and managerial experience. Join a company committed to integrity, inclusivity, and sustainable growth.

Qualifications

• 2-3 years of experience in a healthcare-related role.
• 5-8 years of clinical experience, preferably in A&E, ICU, and OT.
• Knowledge of medical terminology and healthcare delivery systems.

Responsibilities

• Adjudicate and process guarantee letter cases.
• Support Call Centre CSEs with technical/medical issues.
• Handle and resolve fee dispute cases.

Skills

Interpersonal skills

Communication skills

Initiative

Education

Degree in Nursing or Healthcare-related discipline

State Registered Nurse or Medical Assistant

Tools

Healthcare delivery systems

Hospital patient management systems

Billing systems

MMA coding

Job description

Job Description - Assistant Manager, Care Services (220001YP)

Job Number:

220001YP

Discover the GREAT in your career.

As a LIFE company, our customers are at the heart of all that we do. Being one of Asia’s leading insurers for over a century, we have built a legacy of trust with our customers across generations. Our foundation is built on Integrity, Initiative, and Involvement— guiding us to treat every customer with honesty and transparency, and to proactively deliver the best insurance solutions.

If you seek a career filled with growth and opportunities, we invite experienced professionals to join us as an Assistant Manager, Care Services (Healthcare Services).

The Role:

• Adjudicate, review, and process guarantee letter cases.
• Pre-certify cases for guarantee letter issuance following company guidelines.
• Ensure accurate and timely issuance of initial and final guarantee letters.
• Support Call Centre Customer Service Executives (CSEs) with technical/medical issues.
• Handle and resolve fee dispute cases within targeted turnaround time (TAT).
• Provide backup for Call Centre operations.
• Attend to additional tasks as assigned.
• Assist the Care Manager in handling issues and complaints related to guarantee letter issuance.
• Support the Care Manager in cases where medical necessity is questionable, deciding on actions in consultation with medical officers.
• Consider business and regulatory compliance risks, taking steps to mitigate them.
• Stay informed on industry trends, regulatory changes, emerging threats, and technologies to understand risks and safeguard the company.
• Identify potential concerns or risks and share best risk management practices proactively.

Great Eastern Malaysia is committed to Equal Employment Opportunity, ensuring all qualified applicants receive fair consideration.

Entity: Great Eastern Life Malaysia

Employment Type: Permanent

Note to Recruitment Agencies: We do not accept unsolicited resumes. Please do not forward resumes via email or to employees. We are not responsible for related fees.

About Great Eastern

Founded in 1908, Great Eastern prioritizes customer-centricity. Our culture, guided by our core values of Integrity, Initiative, and Involvement, influences all we do. We promote inclusivity and equal opportunity, encouraging employees to develop and succeed. Since 2018, we are a signatory of the UN Principles of Sustainable Insurance, integrating ESG considerations into our business practices to promote sustainability and responsible growth.

The Person:

• Degree in Nursing or Healthcare-related discipline; State Registered Nurse or Medical Assistant with 2-3 years of experience.
• 5–8 years of clinical experience, preferably in A&E, ICU, and OT.
• Experience in managed healthcare environments is advantageous.
• Knowledge of healthcare delivery systems, hospital patient management, and billing systems is preferred.
• Initiative, good interpersonal and communication skills.
• Knowledge of medical terminology, contract provisions, and MMA coding.
• Ability to work under pressure and produce high-quality work.
• High integrity, accountability, teamwork-oriented attitude.
• Proactive in improving processes and adaptable to change.