Senior Contact Centre Specialist - Live Chat & Claims

Alliance Healthcare Group Limited; Singapore; On-site; SGD 67,000 - 100,000; Full time

Job summary

Alliance Healthcare Group Limited in Singapore is seeking a Senior Specialist to join our Contact Centre. You will manage complex member enquiries, escalations and cases requiring high judgement, ownership and cross‑functional coordination to resolution.

You will handle live chat, phone and email interactions, apply an in‑depth understanding of claims processes, document activities accurately and maintain end‑to‑end ownership while ensuring PDPA and information‑security compliance.

Qualifications

• At least 3 years of relevant experience in an insurance, TPA, healthcare and/or Employee Benefits environment.
• Excellent written English, with the ability to communicate clearly, professionally and naturally through live chat and email.
• Good judgement, problem-solving ability and attention to detail.

Responsibilities

• Handle member enquiries primarily through live chat, with phone and email support where required.
• Manage complex or escalated enquiries relating to employee benefits, claims, specialist appointments, Letters of Guarantee and other healthcare-related services.
• Apply a deeper understanding of claims processes to provide clear and accurate explanations beyond standard frontline servicing.
• Assess enquiries independently and determine the appropriate action, escalation or follow-up required.
• Maintain end-to-end ownership of assigned cases, including coordination with Claims and other relevant stakeholders where necessary.
• Provide timely updates to members and follow upon outstanding actions until the case is appropriately resolved or concluded.
• Deliver professional, clear and personalised written responses while making appropriate use of approved templates and knowledge resources.
• Identify when an interaction should transition from chat to phone or email, particularly where verification, documentation or sensitive information is involved.
• Ensure all interactions and case activities are accurately documented in the relevant systems.
• Comply with applicable PDPA, confidentiality and information-security requirements.
• Identify recurring issues, service gaps or complex cases and highlight them to the appropriate stakeholders for further review.
• Support testing, process improvements, knowledge updates or other operational activities where required.
• Perform other ad hoc duties and Contact Centre responsibilities as assigned based on operational needs

Skills

Written English

Typing speed 50 WPM

Verbal communication

Interpersonal skills

Case management

Job description

Alliance Healthcare Group Limited in Singapore is seeking a Senior Specialist to join our Contact Centre. You will manage complex member enquiries, escalations and cases requiring high judgement, ownership and cross‑functional coordination to resolution.

You will handle live chat, phone and email interactions, apply an in‑depth understanding of claims processes, document activities accurately and maintain end‑to‑end ownership while ensuring PDPA and information‑security compliance.