Precertification & Customer Care Executive

MSH SEA SDN BHD; Kuala Lumpur; On-site; MYR 39,000 - 58,000; Full time

Job summary

MSH SEA SDN BHD is seeking a Precertification & Customer Care Executive in Kuala Lumpur to deliver outstanding customer service to insured members. You will manage high-volume calls, handle policy benefits, claim statuses, and LOG issuance while coordinating with the medical team for complex approvals.

The role requires English fluency and strong communication skills, with additional languages considered a plus.

Qualifications

• Diploma or Bachelor’s Degree in Medical Sciences, Languages, Office Administration, or a related field.
• Prior experience or internships in Insurance industry, Third Party Administration (TPA), or call centers (preferred but not mandatory).
• Customer service roles in fast-paced, high-call-volume environments.
• Fluency in English (spoken and written) is mandatory, with strong communication skills and the ability to handle complex inquiries.
• Additional language skills (spoken and written) - Mandarin, French, Japanese, Thai, Korean, Spanish are a plus and may result in higher compensation.

Responsibilities

• Deliver outstanding customer service to insured members by managing incoming and outgoing calls efficiently.
• Handle a high volume of calls while maintaining accuracy and professionalism in providing information and solutions to members.
• Process member queries related to policy benefits, claim status, and adjustments.
• Issue LOGs for members’ medical care, ensuring compliance with policy terms and limits.
• Coordinate with the medical team to address emergency cases or complex approvals.
• Identify and escalate complaints, unresolved cases, or potential fraud to supervisors or managers promptly.
• Analyze processes and recommend improvements to optimize call management and overall service delivery.

Skills

English proficiency

Multilingual capability

Customer service

Communication skills

Call center experience

Microsoft Office proficiency

Education

Diploma or Bachelor's Degree in Medical Sciences or related field

Further studies in Languages or Office Administration

Tools

Microsoft Office

Email management

General IT literacy

Job description

Precertification & Customer Care Executive

About us
MSH International is a global leader in international health and life solutions. With over 1,400 staff working in 6 regional offices worldwide and 50 years’ experience in servicing our members, we are committed to delivering tailored solutions and excellent service. As a multinational company, we offer outstanding career opportunities for individuals who are eager to grow professionally and thrive in a dynamic environment.

We are looking for multilingual individuals with experience in customer service, medical claims, or call center operations, as well as fresh graduates passionate about the healthcare and insurance industry.

Join us and be part of our global success!

Position – Precertification & Customer Care Executive

Role & Responsibilities

Deliver outstanding customer service to insured members by managing incoming and outgoing calls efficiently, ensuring all interactions are in line with the company’s standards and objectives.

Handle a high volume of calls while maintaining accuracy and professionalism in providing information and solutions to members.

Process member queries related to:

Policy benefits, claim status, and adjustments.

Letter of Guarantee (LOG) issuance and prior approval procedures.

Coverage details and basic benefits inquiries.

Issue LOGs for members’ medical care, ensuring compliance with policy terms and limits.

Coordinate with the medical team to address emergency cases or complex approvals.

Ensure adherence to unit turnaround times (TAT) and maintain smooth call flow management.

Identify and escape complaints, unresolved cases, or potential fraud to supervisors or managers promptly.

Analyze processes and recommend improvements to optimize call management and overall service delivery.

Qualifications & Experience
We seek candidates with the following profile:

Diploma or Bachelor’s Degree in Medical Sciences, Languages, Office Administration, or a related field.

Prior experience or internships in:

Insurance industry, Third Party Administration (TPA), or call centers (preferred but not mandatory).

Customer service roles in fast-paced, high-call-volume environments.

Medically related establishments (preferred but not mandatory).

Fluency in English (spoken and written) is mandatory, with strong communication skills and the ability to handle complex inquiries.

Proficiency in Microsoft Office , email management, and general IT literacy.

Additional language skills (spoken and written) - Fluent in Mandarin, French, Japanese, Thai, Korean, Spanish are a plus and may result in higher compensation.

Skills

Exceptional communication skills, with a focus on delivering clear and concise information.

Strong ability to manage high call volumes and maintain consistent quality under pressure.

Keen attention to detail and accuracy when handling sensitive information.

Adaptability and multitasking abilities in a fast-paced, dynamic environment.

Strong organizational and time management skills with a focus on prioritization.

Team-oriented mindset and collaborative attitude.

High levels of accuracy, reliability, and assiduity.

Effective stress management skills, particularly in handling challenging calls or situations diplomatically.

What we offer

A multicultural and dynamic work environment within a global company.

Comprehensive training and onboarding programs for new hires, including fresh graduates.

Career development opportunities to grow within the organization.