Healthcare Client Service Advisor - Medical Insurance & Claims (Hong Kong)
Join a premier global insurance brand through this stable 12-month contract. We are seeking a high-caliber client service professional to manage complex medical hotline operations, oversee prior authorization processes, and drive service excellence. If you possess a strong background in healthcare administration or medical insurance advisory, this is your next career step.
about the company.
Our client is a leading tier-1 insurance corporation with a powerful presence across the Asia-Pacific region.
about the team.
You will be stepping into a collaborative, high-performing environment that values operational efficiency and proactive problem-solving. Supported by strong internal frameworks and clear empowerment guidelines, the team works closely with parallel technical departments to deliver seamless end-to-end healthcare advisory services to both agents and policyholders.
about the job.
- Manage customer and agent enquiries or complaints across the full spectrum of medical insurance operations, including underwriting, prior authorization (PA) approvals, Letters of Guarantee (LOG), and medical service bookings
- Handle complex cases and escalated complaint calls from the team, ensuring effective resolution and a positive customer experience
- Follow through with agents and customers on outstanding servicing issues to ensure timely resolution and high satisfaction rates
- Support the immediate supervisor in identifying and implementing service improvement initiatives, system enhancements, and process re-engineering
- Identify operational issues through case monitoring and collaborate closely with the PA, Claims, and Contact Centre teams to drive sustainable solutions
- Prepare regular hotline service reports and analytics to identify service gaps and recommend strategic improvements
- Review and endorse team timesheets, and evaluate follow-up log sheets to ensure proper case tracking and closure
- Manage and drive the resolution of long-pending cases within the team
- Provide administrative support on Prior Authorization (PA) and Letter of Guarantee (LOG) processes to ensure accurate service delivery
- Maintain meticulous documentation, service logs, and correspondence with business partners
- Act as the Champion for the staff engagement programme and assist with ad-hoc duties as assigned
skills & experience required.
- Minimum 3 to 5 years of experience within medical insurance operations, healthcare client services, or a dedicated insurance contact centre environment
- Proven technical familiarity with medical insurance portfolios, including underwriting principles, claims processes, Prior Authorization (PA), and Letters of Guarantee (LOG)
- Strong complaint-handling capabilities with the resilience to manage escalated, complex cases professionally
- Excellent communication and interpersonal skills, with native or near-native fluency in Cantonese and professional proficiency in English and Mandarin
- Analytical mindset with proficiency in preparing operational reports and tracking logs
- Candidates with a background similar to senior client service advisors or senior case officers within top-tier insurers are highly preferred
Interested candidates, please click APPLY NOW or send your updated resume to Christel Fung at christel.fung@randstad.com.hk
Refer a friend for HK$2,000: https://www.randstad.com.hk/job-seekers/refer-a-friends
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