Multiservice Customer Support Executive

EMA Global; Petaling Jaya; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dynamic Case Coordinator to manage aeromedical transport cases. This role requires excellent communication skills and a commitment to customer service, ensuring a smooth experience for patients and their families. The ideal candidate will thrive in a fast-paced environment, demonstrating multitasking abilities and teamwork. With a focus on professionalism and a people-first attitude, you will be pivotal in liaising with various stakeholders. If you are passionate about making a difference in the healthcare sector and possess the required qualifications, this opportunity is perfect for you.

Qualifications

• Experience in a call center environment or medical claims adjudication.
• Ability to commit to shift work as part of a 24/7 medical operations team.

Responsibilities

• Coordinate and oversee aeromedical transport cases independently.
• Handle requests for assistance promptly, providing accurate feedback.
• Be the first point of contact for clients requiring medical assistance.

Skills

Excellent communication skills

Multitasking

Customer service

Teamwork

Problem-solving

Education

Minimum SPM or equivalent

Job description

The Case Coordinator is primarily responsible for coordinating and arranging transport plans for patients by liaising with various stakeholders, such as the patient's family members, doctors, hospitals, and aviation teams.

The Case Coordinator is expected to facilitate the smooth execution of cases by performing a range of operational and administrative duties.

What Is Your Role

1. Coordinate and oversee aeromedical transport cases independently from start to end.
2. Handle requests for assistance (phone calls and emails) promptly, providing accurate feedback with clear communication and good listening skills.
3. Be the first point of contact for clients requiring medical or travel assistance.
4. Manage allocated cases within working hours responsibly.
5. Coordinate and access medical claims proactively, analyze reports, and offer recommendations on claim eligibility for service continuation or completion.
6. Go the extra mile to provide excellent service and product knowledge, supporting skill development.

Possess skills in building relationships and multitasking to support other departments, with a teamwork mentality.

Greet every customer with energy and enthusiasm, demonstrating professionalism, patience, and a 'people-first' attitude.

What Do You Need To Have For This Role

1. Work 8-hour shifts (Day/Night) with a 1-hour break, totaling 45 hours per week (including breaks).
2. Experience in a call center environment and/or medical claims adjudication.
3. Ability to commit to shift work as part of our 24/7 medical operations team.
4. Excellent command of spoken and written English.
5. Effective communication skills in Mandarin and/or Cantonese are an advantage.
6. Own transportation is required.
7. Minimum SPM or equivalent qualification.
8. Willingness to be based in Petaling Jaya, Selangor, and work shift hours.

Interested candidates are invited to submit their application through Jobstore.