Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.
The Health Services Specialist is responsible for driving a profitable medical business by facilitating Third Party Recovery and assisting customers in recovering their company’s Group claims. This role also supports the Connected Care hotline and manages specialist appointment bookings for PRUPanel Connect eligible customers.
Job Description
Third Party Recovery
- Conduct daily outbound calls to customers to raise awareness and promote the benefits of submitting a recovery claim.
- Adhere strictly to customer data protection protocols, including Personal Data Protection Act (PDPA) requirements, during all inbound and outbound interactions.
- Guide and assist customers throughout the recovery claims process, addressing queries and offering support with documentation and submission. Provide end-to-end case management for each assigned customer, ensuring smooth progression from initial contact to final resolution.
- Ensure all assigned call leads are acted upon promptly and effectively, with no lead left unutilized or wasted.
- Perform administrative tasks such as arranging courier, handling of medical reports, scanning and printing documents to support claim submissions. Conduct follow-ups after claim submissions to confirm successful processing and address any outstanding issues.
- Participate in ongoing service briefings, product trainings, and technical workshops as required to stay updated on product/regulatory changes.
Clinical Care Pathways Operations
- Manage the full lifecycle of health screening appointments, including booking, rescheduling, and cancellations through the appointment hotline, available Monday – Friday 8.30 AM – 5.30 PM.
- Coordinate with affiliated GP/specialist clinics to check availability and confirm appointment slots as required.
- Verify customer eligibility and facilitate the issuance of relevant screening vouchers.
- Maintain accurate and timely entry of appointment information in internal systems.
- Handle customer queries related to health screening services across various communication channels including phone, email, and support teams (contact center/service center/email correspondence). Identify and escalate complex or unresolved service issues to the appropriate internal departments for follow-up.
- Track service requests to ensure timely resolution in accordance with established service level agreements (SLAs).
- Comply with standard operating procedures and uphold quality benchmarks in all interactions and transactions.
- Reconcile customer voucher usage against entitlements and manage vendor payments accordingly.
- Monitor campaign-related budgets, ensuring alignment between invoiced amounts from providers and actual customer usage.
- Prepare and send monthly operational and performance reports to healthcare partners.
- Collaborate with internal technology teams to validate weekly data extractions and ensure accuracy in email-generated listings.
- Coordinate general practitioner (GP) appointment scheduling with partner clinics when required.
- Oversee billing workflows to ensure payment transactions between healthcare providers and Prudential are processed smoothly via the designated payment gateway.
PRUPanel Connect specialist appointment
- Coordinate with partner healthcare institutions/clinics to secure specialist appointments for customers within three working days, based on best effort. Initiate customer contact within two hours of receiving a booking request to acknowledge and begin the scheduling process.
- Provide timely confirmation to customers via email once an appointment has been successfully arranged.
- Respond to customer inquiries received through a centralised mailbox, ensuring replies are completed within the agreed service level timelines.
- Educate customers on the eligibility requirements and benefits available under the PRUPanel Connect program to promote better understanding and engagement.
PRUPanel Connect Mailbox
- Monitor and manage incoming emails via the centralised mailbox daily.
- Categorise, prioritise and flag emails for appropriate action.
- Acknowledge receipt of queries and provide first-level responses where applicable.
- Respond to standard queries based on pre-approved templates or guidelines. Escalate complex queries to relevant departments or personnel and follow up to ensure timely closure.
- Ensure all emails are responded to within the defined SLA timeframe Require
Who we are looking for
Competencies & Personal Traits
- Friendly, proactive and service oriented individual
- Meticulous with a pleasant personality and passion to learn
- Excellent communication and collaboration skills
- Proficiency in Microsoft Excel and data analysis tools
- Proficient in LifeAsia, CM and iCM
Working Experience:
- 2 years of customer service experience
- 1 – 2 years’ experience in Integrated Shield/Life Insurance/Claims would be advantageous
Professional Qualifications:
- M5, M9, and HI qualifications would be advantageous
Education:
- GCE A-levels or Poly diploma, or a related field/work experience
Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.