Senior/Executive, Customer Service

About the team

Doctor Anywhere's Operations team plays a vital role in driving the success of our TPA business. Our scope includes end-to-end claims processing, Letter of Guarantee (LOG) issuance, customer service, business processing, and panel network management. We support both virtual and in-person clinical services, ensuring smooth daily operations and swift resolution of any issues. Our focus is on delivering operational excellence and consistently providing a best-in-class customer experience keeping our customers at the heart of everything we do.

About the role

We are seeking a Senior Executive/ Executive, Customer Service (Insurance/TPA) - (Mandarin Speaker) in our Contact Centre Customer Service team, who will provide accurate information on group medical insurance policies and products with the assurance of a high-quality customer service experience.

The ideal candidate will have a mindset of continuous improvement and change and will demonstrate curiosity, collaboration and the ability to deal with ambiguity, especially in a fast-paced environment.

This role is for a contact centre environment, our office is located in 1Powerhouse, Bandar Utama, Petaling Jaya, Malaysia and will be reporting directly to the Assistant Manager, Customer Service.

A summary of the key responsibilities and requirements is as follows:

• Act as the primary contact for customers related to group medical insurance policies and products while maintaining highly professional and courteous communications at all times.
• Handle enquiries received via telephone and email while ensuring a high standard of quality in terms of business integrity and customer experience.
• Maintain excellent interpersonal relationships with insurance policyholders.
• Deal with all instructions, queries and service requests promptly, accurately and within company specified time frames.
• Well versed with pre-authorisation and issuance of Letter of Guarantee process

About you

• Diploma/Degree with 2-5 years of Customer Service delivery/ Insurance/ Medical Assistance/ TPA experience. Fresh graduates are welcome to apply too
• A demonstrated track record of providing excellent service to people at all levels in a multicultural, collaborative and team-oriented environment.
• Willing to thoroughly learn and understand the Health Insurance policies offered by our Clients.
• Ability to assess Health insurance coverage, ascertain medical necessity, cost estimates and issue Letter of Guarantee for urgent/elective admissions.
• Ability to proactively seek solutions while maintaining a calm disposition.
• Fluent in English with strong written and verbal communication skills.
• Mandarin proficiency is required to effectively communicate with and support Mandarin-speaking customers.
• Able to work shift hours, including nights, weekends and during public holidays.
• A can-do attitude - you take full ownership of things that you do, and you are willing to go out of your comfort zone and take on new challenges.
• Comfortable with ambiguity and flexible to learn new things - we're not done growing, and heading into uncharted territories is part of the fun

About Doctor Anywhere

Doctor Anywhere (DA) is a regional tech-enabled, omnichannel healthcare provider delivering care to 2.5 million users across 6 countries in Southeast Asia. Founded in 2017 with a mission to make healthcare simple, accessible, and efficient for all, DA leverages technology to enable individuals towards preventive, long-term health via holistic offerings including our telehealth app, physical clinics and pharmacies, mental wellness, specialist consults, and also an online health & wellness marketplace for supplements, healthy snacks, home-based health screening and vaccinations.

DA's goal is to build a regional digital healthcare ecosystem, advanced by the 3,000 GPs and specialists within our regional network, over 1,000 corporate organisations, and 25 regional insurers we work with. Grounded in our motto "Keep Going, Keep Growing", our team strives towards excellence, with innovation and collaboration at our core, and values diversity in perspectives brought by every member. Join us in our mission to transform Southeast Asia's healthcare future

Not for you? We have other opportunities that may interest you or someone you know. Feel free to visit us at our careers page - for more information.