Senior Healthcare Client Service Advisor - PA & LOG (Hong Kong)
Maximize your insurance career within a top-tier corporate environment through this stable 12-month contract. We are seeking an analytical professional to oversee complex hotline operations, expedite crucial pre-authorisation decisions, and manage key stakeholder partnerships. This role offers strong career visibility and a true customer-first culture.
about the company.
Our client is a premier global insurance leader with an unparalleled reputation across the Asia-Pacific region.
about the team.
You will join a dynamic, collaborative, and fast-paced client service team that places customer centricity at its core. Reporting directly to the Manager, the team thrives on end-to-end ownership, cross-functional collaboration with technical claims departments, and a supportive environment dedicated to continuous service enhancement and high staff engagement.
about the job.
... - Handle high-level enquiries and complaints from customers, agents, and medical partners across underwriting, prior authorisation (PA) approvals, Letters of Guarantee (LOG), claims, and medical service bookings via phone, email, WebChat, and Video Chat
- Support the Manager in supervising the Client Service Team, ensuring smooth daily hotline operations while driving high productivity and service quality
- Manage complex cases and escalated complaint calls from the team to ensure effective, timely resolution
- Collaborate closely with the PA Team, Claims, and Contact Centre teams to identify operational issues and drive sustainable solutions
- Support the immediate supervisor in identifying and implementing service improvement initiatives, including system enhancements and process re-engineering
- Prepare regular hotline service reports and analytics to identify service gaps and drive customer experience enhancements
- Review and endorse team timesheets and evaluate follow-up log sheets to ensure proper case tracking
- Manage and drive the resolution of long-pending cases within the team
- Maintain proper documentation, service logs, and correspondence with business partners
- Act as the Champion for the internal staff engagement programme and handle ad-hoc duties as assigned
skills & experience required.
- University or college graduate in any discipline, combined with a strong background in insurance operations or medical administration
- Hands-on experience in customer service, hotline operations, and complex complaint handling within the financial lines or healthcare sector
- Strong insurance knowledge and a medical background are highly advantageous
- Possession of, or the willingness to obtain, Insurance Authority (IA) licenses (Papers 1, 2, 3, and 5) is preferred
- Excellent interpersonal, communication, and analytical skills with a proven ability to work under pressure
- Professional fluency in spoken and written English, with native or professional Cantonese and Mandarin skills required for digital and voice channels
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
