Job Description
Connected Care Operations
- Project manage and work with cross-functional business stakeholders and other teams to ensure all Health – “Connected Care” campaigns run smoothly
- Ensure all technology work requests and data extraction are accurately. Report issues and errors to relevant stakeholders and teams.
- Ensure operational success from start to end of campaign i.e., eligible customers receiving redemption letters, letters are sent to eligible customers, billing process, etc
- Verification of clients and issuance of campaign benefits
- Handle all campaign enquiries
- Ability to resolve issues when necessary
- Abide to SOP and quality standards are maintained at all times
- Work with internal PACS Datahub team to ensure all data extraction and ensure that weekly listings via email are accurate
- Assist in managing efficient and timely communications / updates to internal and external stakeholders i.e. healthcare clinics as appropriate and follow-up on other operational matters
- Reconciliation of utilised benefits and manage costs and arrange payment of vendors
- Liaise with vendors such as healthcare provider clinics on all budget and operation management and maintain mode of frequency
- Ensure healthcare clinics adhere to SOP and prompt payments are carried out. Makes sure controls are in place (no PDPA issues, etc)
- Takes charge of all logistics and administration such as arranging courier to collect forms and letters from healthcare clinics, etc
- Provides periodic status updates to healthcare clinics and updates working file and backend system
Health NPS (Net Promoter Score)
- Liaise with Customer Experience team to strategise how to uplift the Health NPS for the partner private panel healthcare institutions Business Office upon in-patient/day surgery admission
- Defining quantifiable metrics and workflows
- Ensure all collection of surveys are running smoothly
- In charge of all monthly NPS reporting for management
Health Operations – Website, PRUaccess, Management Presentations
- Prepare content for website, FAQs, microsites, newsletters, brochures, EDMs, social posts, PRUaccess (customer portal), etc
- Create and design various layouts for website, slides, events such as Health Townhall, etc
- Prepare management slides for monthly reporting, ad-hoc for senior leadership presentations, etc
- Prepare write ups in preparation for Innovation awards, or any external Health industry awards.
- Provide support to prepare presentation materials for regular management / partnership meetings as well as management reporting
- Liaise with vendors and all relevant stakeholders on website development and enhancements
Hotline and Mailbox Enquiries:
- Answer general customer service queries by attending to hotline and email enquiries on our panel programme
- Inform clients on how to be eligible for panel programme, eligible benefits and value-added services
- Provide backup support to daily operations in the event of staff annual/medical leave
Appointment Booking:
- Manage appointment booking hotline from Monday – Friday 8.30am – 5.30pm
- Once an appointment request is received, a callback to customer is required within 2 hours
- Coordinate with partner healthcare institutions/clinics and customers to book a specialist appointment within 3 working days on a best effort
- Send confirmation email to customers once appointment has been made
- Answer enquiries via the central mailbox within the service level agreement
- Create awareness and inform customers on how to be eligible for PRUPanel Connect benefits
- Send monthly reports to partner healthcare institutions
- Ensure quality assurance of customer data extracted by Technology teams are accurate, would require random checks
- Liaise with healthcare providers to coordinate General Practitioners (GP) appointments
- Ensure that billing between healthcare providers and PACS are in place via payment gateway
Reporting and KPIs:
- Set targets for all operational KPIs
- Monitor and ensure daily service level agreement for ticket resolution is met
- Liaise with Analytics lead to ensure that reports are ready for management reporting
- Prepare and send monthly reports to relevant stakeholders
- Schedule meeting invites, prepare meeting materials and send out meeting minutes as well as documenting and following up on action items with the respective internal and external stakeholders
Who we are looking for:
Competencies & Personal Traits
- Team lead
- Team player and enjoys interacting with customers
- Meticulous, able to process backend systems with accuracy
- A keen learner and able to work independently
- Friendly, proactive and service oriented individual with good interpersonal and communication skills
- Problem solving skills and a great team player who enjoys being in a target driven team
Working Experience
- At least two years’ experience in a customer service capacity
- Experience in a communication role
- Works in a creative design agency is an added advantage
Professional Qualifications
- Proficient in design, creating PowerPoint slides for presentation to management
- MS Office such as PowerPoint, Word and Excel
- Photoshop skills will be an added advantage
Education
- Degree holder or Polytechnic diploma
Language
- Strong command of the English language, written and spoken. And spoken in Mandarin as an added advantag
