Call Centre Agent (Provider Relations)

Alliance Medinet; Johor Bahru; On-site; MYR 33,000 - 56,000; Full time

Job summary

Alliance Medinet is seeking experienced Contact Centre Agents for its Johor Bahru call centre to deliver exceptional customer service to clinics and patients. You will handle Medinet and appointment hotlines, assist with referrals, and maintain CRM logs.

The role requires at least 1 year in a contact centre, proficiency in MS Office, and a team-oriented, patient-focused mindset with weekend and night shift availability.

Qualifications

• At least 1 year of call centre experience is required.
• Healthcare insurance knowledge is a plus.
• Proficient in Microsoft Office applications.
• Strong interpersonal and communication skills.

Responsibilities

• Be the first point of contact for clinics and handle Medinet and appointment hotlines.
• Provide quality customer service to clinics via phone or email.
• Resolve clinics' enquiries promptly and address issues efficiently.
• Verify referrals and prior authorizations per department guidelines.
• Update CRM logs promptly and accurately.
• Work as a team to meet contact centre service indicators.
• Perform other tasks as assigned by the Contact Centre Team Leader.

Skills

Call centre experience

Healthcare knowledge

MS Office

Interpersonal skills

Team player

Work under pressure

Attention to detail

Shift work

Weekend/PH availability

Tools

CRM software

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

We are currently seeking experienced Contact Centre Agents for our established call centre located in Johor Bahru. In this position, you will be part of a team responsible for incoming customers/patients queries and delivering superior customer experience through providing assistance/guidance in in a timely manner.

Your responsibilities shall include and not limited to the following:

The Role:

• First point of contact and support to clinics. Handle Medinet and appointment hotlines.
• Provide quality customer service to clinics over the phone or email
• Resolve clinics’s enquiries efficiently and excel problems/issues promptly
• Ensure referrals and specialist appointments are made promptly with specialist clinics and follow up with members.
• Verifies the referral and authorization requirements of the patients' insurance plans and completes referrals and prior authorizations in a timely manner according to department guidelines and workflows
• Update CRM logs promptly, accurately and efficiently
• Work as a team and ensure contact centre’s service indicators are met
• Any other tasks as assigned by Contact Centre Team Leader and Head of Department

Your Profile:

• At least 1 Year(s) of working experience in a call centre environment is required for this position.
• Candidates with prior experience with healthcare insurance provider will be an added advantage
• Proficient in Microsoft Office Applications
• Possess good interpersonal and communication skills
• Ability to work under pressure
• Passion for customer service and a good team player
• Meticulous, committed and responsible
• Able to work staggered shift (Day and Night Shift)
• Able to work during weekends and Public Holidays