Manager, Concierge Service (Medical Care Concierge Team)

The Great Eastern Life Assurance Company Limited; Singapore; On-site; SGD 70,000 - 95,000; Full time

Job summary

A reputable insurance company in Singapore is seeking a leader to oversee customer service operations within their Triage and Cashless teams. The ideal candidate will be responsible for ensuring timely and accurate support to customers while managing a team to meet service KPIs. Applicants should possess a Bachelor’s degree, 5-8 years of relevant experience, and strong problem-solving and communication skills. This pivotal role is essential for the efficient handling of medical queries and seamless workflow management.

Qualifications

• 5–8 years of experience in customer service operations, preferably in insurance, healthcare, or TPA.
• Prior leadership experience managing teams in a customer-facing healthcare role.
• Familiar with letter of guarantee issuance workflows and healthcare provider interactions.

Responsibilities

• Lead and oversee customer service operations for triage and cashless processes.
• Oversee daily operations for Triage and Cashless teams.
• Ensure efficient handling of medical queries and pre-authorization requests.
• Streamline SOPs for triage assessment and processing cashless approvals.
• Liaise with healthcare providers and claims departments to resolve complex cases.
• Monitor escalated cases and ensure timely resolution in line with service quality standards.

Skills

Problem-solving

Communication

Stakeholder management

Education

Bachelor’s degree in business, healthcare administration, or related discipline

Job description

About the Job

To lead and oversee customer service operations for triage and cashless processes, ensuring timely and accurate support to customers and providers while meeting performance and quality standards.

• Oversee daily operations for Triage and Cashless teams to ensure efficient handling of medical queries and pre-authorization requests.

• Lead and manage a team of Assistant Managers and Associates to meet service KPIs (e.g., response time, case resolution time, customer satisfaction).

• Streamline SOPs for triage assessment and processing cashless approvals.

• Liaise with healthcare providers and claims departments to resolve complex cases.

• Monitor escalated cases and ensure timely resolution in line with service quality standards.

• Bachelor’s degree in business, healthcare administration, or related discipline.

• 5–8 years of experience in customer service operations, preferably in insurance, healthcare, or TPA.

• Prior leadership experience managing teams in a customer-facing healthcare role.

• Strong problem-solving, communication, and stakeholder management skills.

• Familiar with letter of guarantee issuance workflows and healthcare provider interactions.