Call Agents

3 days ago


Nusajaya, Johor, Malaysia LA Lim Family Sdn Bhd Full time 30,000 - 45,000 per year

As a Call Agent, you'll be the voice and heart of our care coordination team, providing essential support to clients through every stage of their healthcare journey. You'll handle inbound and outbound calls with professionalism and empathy—guiding clients through plan inquiries, enrollment, and follow-ups while ensuring accurate and timely information.

This role goes beyond answering calls — you'll collaborate with healthcare professionals, hospitals, and internal teams to ensure smooth case progression, track active cases, and follow up to keep patients engaged and supported.

Key Roles & Responsibility:

  1. Handle inbound and outbound calls related to plan inquiries, enrollment, and follow-up.

  2. Provide accurate information on plan benefits, eligibility criteria, required documents, and financial support options.

  3. Collect, verify, and update client information in the internal database and ensure data accuracy.

  4. Coordinate with healthcare professionals, hospitals/stakeholders, and internal teams to facilitate timely case progress.

  5. Conduct follow-up calls on pending applications, assessments, or plan start dates.

  6. Monitor active cases to ensure continuity of support and identify potential dropouts or non-adherence.

  7. Escalate complex or sensitive cases to the supervisor as needed.

  8. Maintain confidentiality and comply with healthcare data protection policies.

  9. Achieve assigned KPIs such as call quality, turnaround time, and case completion rate.

  10. Assist with ad hoc tasks such as reporting, data cleaning, internal audits, and supporting new program rollouts or pilot initiatives as assigned by the manager.

Qualification:

  1. Diploma or fresh graduate ( Preferably Healthcare, Nursing or related field).

  2. Prior experience in call centers, or healthcare coordination programs is an advantage

  3. Strong communication and listening skills (Mainly English & Malay, mandarin will be an advantage)

  4. Able to work on shift (rotation basis)

  5. Comfortable with Microsoft Office and CRM/data entry systems.


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