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Claims Client Service, Senior Advisor

Claims Client Service, Senior Advisor

AIA International Limited.Hong Kong
15 days ago
Job description

Responsibilities

Hotline Operation

  • Handle customers / agents enquiries andplaints regarding all activities in medical insurance policy operation process such as Underwriting, Prior Authorization Approval, Letter of Guaranteed (LOG) Medical Service booking and advice, Claims and In / Outpatient arrangement;
  • Handleplex andplaint calls escalated from the team
  • Deliver real time monitoring on the floor quality to avoid potentialplaint and providesprehensive and accurate solution
  • Follow through with agents / customers on servicing issues;
  • Execute empowerment guidelines;
  • Motivate, coach and develop staff to sustain high service level
  • Assist immediate supervisor to identify / implement the service improvement initiatives through system enhancement, process reengineering and etc.
  • Identify the operation issue by monitoring the real cases and works closely with HCM Approval Service / Claims / Contact Centre to offer a long-term solution
  • Prepare regular hotline service report and analytics to identify service gaps and provide suggestions for improvement and drive relevant parties to improve customer experience
  • Review and endorse time sheet of the team
  • Analyze and evaluate the follow up log sheet
  • Manage the long pending cases of the team
  • Provide training to the team regarding the HCM Client service scope

Administrative Works

  • PA, LOG process
  • Documentation / Service log or email to AIAHK Business Partners
  • Works closely with AIAHK Business Partners to resolve theplaints and uncertain issues

    • Other responsibilities

  • Being the Champion for staff engagement program
  • Other duties and responsibilities as assigned by supervisor

    • Requirements :

  • University / College graduate in any discipline, or
  • Strong interpersonal,munication and analytical skills
  • Hands-on experience in customer service andplaint handling
  • Good team player and customer focused
  • Strong insurance knowledge & medical background would be definitely an advantage
  • Self-motivated, willing to take on challenges and able to work under pressure

    • Others :

  • You are required to obtain relevant license if your job involves in regulated activities

    • Build a career with us as we help our customers and themunity live Healthier, Longer, Better Lives.

    You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and oue of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

    Job ID JR-57505

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    Client Service Senior • Hong Kong