Operations Coordinator/ Customer Service Advocate

**Operations Coordinator (Customer Service Advocate) - Mandarin Speaker is a plus**

**Qualifications**:

- **Must have**:_
- At least 3 years of experience in customer service, including both voice and non-voice channels, showcasing strong communication, problem-solving, and active listening skills.
- Experience handling Singaporean healthcare accounts.
- Excellent interpersonal communication skills with a strong focus on active listening and service orientation.
- Maintains a professional demeanor and exhibits a positive attitude towards colleagues and customers.
- Proven ability to work effectively both independently and as part of a team.
- Proficient in Microsoft suite
- Fluent in English language
- **Nice to have**:_
- Proficiency in Mandarin or any other Chinese language.

**Responsibilities**:

- **Job Summary**:_

Oversees and manages daily operations for its clients, affiliate dental and medical facility partners, and vendors in connection with appointment booking, eligibility, benefit coverage and limitation, and claims adjudications associated with a wide range of medical and dental insurance products.

**Duties/Responsibilities**:

- **Customer Service**_
- Provide quality customer service telephonically and proper documentation via the platform with regards to appointments, benefits, and claims concerns
- Properly document and update call and complaint logs as well as generate activity reports routinely.
- Handle inbound and outbound customer service-related calls for members and health care providers.
- Entry of all customer service-related information into the company’s CRM tools.
- Transfer of select inquiries to the appropriate person or department as indicated by management.
- Properly document and update call and complaint logs, as well as generate activity reports on a daily, weekly, monthly, quarterly, and annual basis.
- Perform authorizations for simple outpatient, dental, and health care screening benefits based on coverage and member eligibility.
- Coordination of members’ health care needs (according to benefit plan) domestically and regionally through the appropriate counterparts.
- **Provider Recruitment and Relations**_
- Attend provider recruitment meetings and presentation as required.
- Ensures that provider contacts and supporting documents are submitted in a timely manner.
- Manage provider service projects as needed and ensure that deadlines are met.
- Prepare various reports including regular updates on recruitment and service projects as directed by Management.
- **Claim Analysis **_
- Picking up of claims to and from CEO Suites
- Claims processing and analysis of all claims.
- Compile, verify, interpret, analyze and summary of claim data and preparation of client payment report.
- Investigating potentially fraudulent claims.
- Review and obtain necessary approval of documents from policyholders and providers.
- Identify and resolve claim related inquiries and issues.
- **Management and Administration**_
- Coordinate with Human Resources Department concerning new staff recruitment, administration, and employment matters.
- Work with Finance team on provider payments, procurement of supplies and supplier management.
- Collection of correspondence from company’s serviced office and routing it to appropriate employees/department.
- Assist finance team in processing/filling documents with government offices as needed.
- Overall office management coordination.
- Attend and participate in company, client and provider project and operations meetings.
- **Adaptation of Responsibilities Based on Business Requirements in Cases of Limited Transaction**_
- In the event of limited or no transactions, the Operations Coordinator may be assigned additional responsibilities to support the team's ongoing needs.

Pay: RM2,000.00 - RM2,500.00 per month

**Experience**:

- Customer Service: 3 years (required)
- Singaporean healthcare: 3 years (required)

**Language**:

- English (required)
- Mandarin (required)

License/Certification:

- Nursing license (preferred)

Application Deadline: 11/27/2024
Expected Start Date: 12/02/2024