Customer Care Specialist (Insurance / TPA)

DOCTOR ANYWHERE OPERATIONS PTE. LTD.; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A regional healthcare provider in Petaling Jaya is seeking a Senior/Executive, Customer Service (Insurance/TPA) for their Contact Centre. The ideal candidate will ensure high-quality customer service in a dynamic environment, handling inquiries related to medical insurance policies, and will need fluency in both English and Mandarin. Candidates with 2-5 years of relevant experience are encouraged to apply.

Qualifications

• 2-5 years of experience in Customer Service or related fields.
• Ability to assess Health insurance coverage and ascertain medical necessity.
• Strong written and verbal communication skills.

Responsibilities

• Act as the primary contact for customers regarding group medical insurance.
• Handle enquiries via telephone and email.
• Maintain professional communication with insurance policyholders.

Skills

Fluent in English

Fluent in Mandarin

Customer service delivery

Problem-solving

Interpersonal relationship maintenance

Education

Diploma/Degree

Job description

Overview

Doctor Anywhere's Operations team is a crucial part of the company. We ensure the day-to-day excellence of our TPA business, virtual and in-person clinical services, resolving operational issues in a timely manner and providing the best customer experience possible. We ensure that our customers remain our top priority.

About the role

We are seeking an Senior/Executive, Customer Service (Insurance/TPA) in our Contact Centre Customer Service team, who will provide accurate information on group medical insurance policies and products with the assurance of a high-quality customer service experience. The ideal candidate will have a mindset of continuous improvement and change and will demonstrate curiosity, collaboration and the ability to deal with ambiguity, especially in a fast-paced environment.

This role is for a contact centre environment, our office is located in 1Powerhouse, Bandar Utama, Petaling Jaya, Malaysia and will be reporting directly to the Assistant Manager, Customer Service.

About you

Summary of responsibilities and requirements:

• Act as the primary contact for customers related to group medical insurance policies and products while maintaining highly professional and courteous communications at all times.
• Handle enquiries received via telephone and email while ensuring a high standard of quality in terms of business integrity and customer experience.
• Maintain excellent interpersonal relationships with insurance policyholders.
• Deal with all instructions, queries and service requests promptly, accurately and within company specified time frames.
• Well versed with pre-authorisation and issuance of Letter of Guarantee process.

Qualifications and requirements

• Diploma/Degree with 2-5 years of Customer Service delivery/ Insurance/ Medical Assistance/ TPA experience. Fresh graduates are welcome to apply too!
• A demonstrated track record of providing excellent service to people at all levels in a multicultural, collaborative and team-oriented environment.
• Willing to thoroughly learn and understand the Health Insurance policies offered by our Clients.
• Ability to assess Health insurance coverage, ascertain medical necessity, cost estimates and issue Letter of Guarantee for urgent/elective admissions.
• Ability to proactively seek solutions while maintaining a calm disposition.
• Fluent in English & Mandarin with strong written and verbal communication skills. We are seeking candidates proficient in both English and Mandarin to effectively communicate with our diverse client base and stakeholders.
• Able to work shift hours, including nights, weekends and during public holidays.
• A can-do attitude - you take full ownership of things that you do, and you are willing to go out of your comfort zone and take on new challenges.
• Comfortable with ambiguity and flexible to learn new things - we’re not done growing, and heading into uncharted territories is part of the fun!

About Doctor Anywhere

Doctor Anywhere (DA) is a regional tech-enabled, omnichannel healthcare provider delivering care to 2.5 million users across 6 countries in Southeast Asia. Founded in 2017 with a mission to make healthcare simple, accessible, and efficient for all, DA leverages technology to enable individuals towards preventive, long-term health via holistic offerings including our telehealth app, physical clinics and pharmacies, mental wellness, specialist consults, and also an online health & wellness marketplace for supplements, healthy snacks, home-based health screening and vaccinations.

DA’s goal is to build a regional digital healthcare ecosystem, advanced by the 3,000 GPs and specialists within our regional network, over 1,000 corporate organisations, and 25 regional insurers we work with. Grounded in our motto “Keep Going, Keep Growing”, our team strives towards excellence, with innovation and collaboration at our core, and values diversity in perspectives brought by every member. Join us in our mission to transform Southeast Asia’s healthcare future!

Not for you? We have other opportunities that may interest you or someone you know. Feel free to visit us at our careers page - https://doctoranywhere.com/job-listing/ for more information.

Unlock job insights

Salary match • Number of applicants • Skills match

Application questions

• Which of the following statements best describes your right to work in Malaysia?
• What’s your expected monthly basic salary?
• How many years' experience do you have as a Customer Care Specialist?
• Which of the following languages are you fluent in?
• How would you rate your English language skills?
• Do you have customer service experience?
• How would you rate your Mandarin language skills?
• How many years' experience do you have in the insurance industry?

To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory / salary below minimum wage.

What can I earn as a Customer Care Specialist