Health Services Specialist (1 Year Contract)

Prudential (WM Group- Linda Quah); Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading company in the insurance sector is seeking a proactive and friendly Customer Service Representative to manage recovery claims and health screening services. Responsibilities include conducting outbound calls, assisting customers with claims, and overseeing appointment scheduling. The ideal candidate will have strong communication skills and a customer-oriented approach, as well as relevant experience in the insurance domain.

Qualifications

• 2 years of customer service experience.
• 1 - 2 years of experience in Integrated Shield/Life Insurance/Claims is advantageous.
• M5, M9, and HI qualifications would be advantageous.

Responsibilities

• Conduct daily outbound calls for recovery claims.
• Assist customers during the claims process.
• Manage health screening appointment lifecycle and customer queries.

Skills

Communication

Collaboration

Data Analysis

Customer Service

Education

GCE A-levels or Poly diploma

Tools

Microsoft Excel

LifeAsia

CM

iCM

Job description

Job Description

Third Party Recovery

• Conduct daily outbound calls to customers to raise awareness and promote the benefits of submitting a recovery claim.
• Adhere strictly to customer data protection protocols, including Personal Data Protection Act (PDPA) requirements, during all inbound and outbound interactions.
• Guide and assist customers throughout the recovery claims process, addressing queries and offering support with documentation and submission. Provide end-to-end case management for each assigned customer, ensuring smooth progression from initial contact to final resolution.
• Ensure all assigned call leads are acted upon promptly and effectively, with no lead left unutilized or wasted.
• Perform administrative tasks such as arranging courier, handling of medical reports, scanning and printing documents to support claim submissions. Conduct follow-ups after claim submissions to confirm successful processing and address any outstanding issues.
• Participate in ongoing service briefings, product trainings, and technical workshops as required to stay updated on product/regulatory changes.

Clinical Care Pathways Operations

• Manage the full lifecycle of health screening appointments, including booking, rescheduling, and cancellations through the appointment hotline, available Monday – Friday 8.30 AM – 5.30 PM.
• Coordinate with affiliated GP/specialist clinics to check availability and confirm appointment slots as required.
• Verify customer eligibility and facilitate the issuance of relevant screening vouchers.
• Maintain accurate and timely entry of appointment information in internal systems.
• Handle customer queries related to health screening services across various communication channels including phone, email, and support teams (contact center/service center/email correspondence). Identify and escalate complex or unresolved service issues to the appropriate internal departments for follow-up.
• Track service requests to ensure timely resolution in accordance with established service level agreements (SLAs).
• Comply with standard operating procedures and uphold quality benchmarks in all interactions and transactions.
• Reconcile customer voucher usage against entitlements and manage vendor payments accordingly.
• Monitor campaign-related budgets, ensuring alignment between invoiced amounts from providers and actual customer usage.
• Prepare and send monthly operational and performance reports to healthcare partners.
• Collaborate with internal technology teams to validate weekly data extractions and ensure accuracy in email-generated listings.
• Coordinate general practitioner (GP) appointment scheduling with partner clinics when required.
• Oversee billing workflows to ensure payment transactions between healthcare providers and Prudential are processed smoothly via the designated payment gateway.

PRUPanel Connect specialist appointment

• Coordinate with partner healthcare institutions/clinics to secure specialist appointments for customers within three working days, based on best effort. Initiate customer contact within two hours of receiving a booking request to acknowledge and begin the scheduling process.
• Provide timely confirmation to customers via email once an appointment has been successfully arranged.
• Respond to customer inquiries received through a centralised mailbox, ensuring replies are completed within the agreed service level timelines.
• Educate customers on the eligibility requirements and benefits available under the PRUPanel Connect program to promote better understanding and engagement.

PRUPanel Connect Mailbox

• Monitor and manage incoming emails via the centralised mailbox daily.
• Categorise, prioritise and flag emails for appropriate action.
• Acknowledge receipt of queries and provide first-level responses where applicable.
• Respond to standard queries based on pre-approved templates or guidelines. Escalate complex queries to relevant departments or personnel and follow up to ensure timely closure.
• Ensure all emails are responded to within the defined SLA timeframe Require

Who we are looking for

Competencies & Personal Traits

• Friendly, proactive and service oriented individual
• Meticulous with a pleasant personality and passion to learn
• Excellent communication and collaboration skills
• Proficiency in Microsoft Excel and data analysis tools
• Proficient in LifeAsia, CM and iCM

Working Experience:

• 2 years of customer service experience
• 1 – 2 years’ experience in Integrated Shield/Life Insurance/Claims would be advantageous

Professional Qualifications:

• M5, M9, and HI qualifications would be advantageous

Education:

• GCE A-levels or Poly diploma, or a related field/work experience