Precertification and Customer Care Executive

MSH International; Kuala Lumpur; Hybrid; MYR 33,000 - 58,000; Full time

Benefits offered by this job

Annual leave entitlement

Medical insurance coverage

Performance bonus

Overtime pay

Comprehensive training and onboarding

Career development and growth

Work From Home — 2 days per week

KL Sentral area convenience

Job summary

MSH International Malaysia is seeking a precertification and customer care executive to join our healthcare support team in Kuala Lumpur. You will handle high-volume calls, assist insured members with policy benefits, claims status and basic adjustments, while ensuring accurate documentation and adherence to SLAs.

The role requires a diploma or degree in medical sciences or related field, strong English communication, and familiarity with MS Office.

Qualifications

• Diploma or Degree in Medical Sciences, Languages, Office Administration or related field.
• Minimum 1 year of experience in customer service, call centre or any customer-facing role.
• Excellent command of English (spoken and written) is mandatory.
• Strong communication skills with the ability to handle complex inquiries professionally.

Responsibilities

• Deliver high-quality customer service to insured members by managing high volumes of calls professionally.
• Process simple adjustment claims and reimbursement requests within SLAs.
• Respond to member queries related to policy benefits, claim status and coverage details.
• Issue Letter of Guarantee (LOG) to medical providers in compliance with policy terms.
• Handle prior approval processes and assist members in understanding their benefit entitlements.
• Coordinate with the medical team for emergency cases and complex approvals.
• Ensure strict adherence to turnaround times and maintain smooth call flow.
• Identify and escalate complaints or potential fraud cases to supervisors.

Skills

Customer service

English fluency

Communication skills

Multilingual ability

Education

Diploma/ Degree in Medical Sciences or related field

Tools

MS Office

Email management

IT systems

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.

Precertification and Customer Care Executive

• Diploma or Degree in Medical Sciences, Languages, Office Administration or any related field
• Minimum 1 year of experience in customer service, call centre or any customer-facing role
• Excellent command of English (spoken and written) is mandatory
• Strong communication skills with the ability to handle complex inquiries professionally
• Fast learner with the ability to adapt quickly in a fast-paced, high-call-volume environment
• Proficient in Microsoft Office, email management and general IT systems
• Prior experience in insurance, Third Party Administration (TPA) or medically related establishments is an added advantage
• Fluency in additional languages such as Mandarin, French, Japanese, Thai, Korean or Spanish is a strong plus and may result in higher compensation

Responsibility

• Deliver high-quality customer service to insured members by managing high volumes of incoming and outgoing calls professionally and efficiently
• Process simple adjustment claims and reimbursement requests accurately within defined Service Level Agreements (SLAs)
• Respond to member queries related to policy benefits, claim status, claim adjustments and coverage details
• Issue Letter of Guarantee (LOG) to medical providers in compliance with policy terms, limits and internal procedures
• Handle prior approval processes and assist members in understanding their benefit entitlements
• Coordinate with the medical team for emergency cases and complex approvals
• Ensure strict adherence to turnaround times (TAT) and maintain smooth call flow management
• Identify and escalation of complaints, unresolved cases or potential fraud cases to supervisors promptly

Benefits

• Annual leave entitlement
• Medical and hospitalisation leave
• Medical insurance coverage
• Performance bonus
• Overtime pay
• Comprehensive training and onboarding programme
• Career development and growth opportunities
• Multicultural and dynamic working environment within a global company
• EPF
• SOCSO
• EIS
• Work From Home — 2 days per week (upon completion of onboarding process)
• Office conveniently located near KL Sentral LRT station