[MY] Senior/executive, Customer Service Specialist (mandarin Speaker)

Senior / Executive, Customer Service Specialist

The Care Experience Team is dedicated to providing a seamless and personalized healthcare journey for every patient. We understand that navigating medical care can be complex, so we offer comprehensive support every step of the way. From scheduling appointments and answering insurance questions to assisting with pre-authorizations and letters of guarantee, our team simplifies the process, personalizes your experience, and provides expert guidance, allowing you to focus on your health while we handle the rest.

We are seeking a Senior / Executive, Customer Service Specialist who will provide premium services to our prestige clients to coordinate all aspects of their medical and healthcare needs. The role ensures that the clients gain exclusive access to a network of dedicated and renowned specialists and allied healthcare professionals in Singapore, by offering integrated healthcare solutions and treatment options.

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 start-up environment. This role is based in Malaysia and reports directly to the Team Lead, Prestige Medical Concierge.

Responsibilities

• Act as the primary contact for our international and domestic prestige clients related to their medical concerns and healthcare needs.
• Handle enquiries received via telephone, email and WhatsApps while ensuring a high standard of quality in terms of business integrity and customer experience.
• Deal with all instructions, queries and service requests promptly, accurately and within company specified time frames.
• Provide premium service to our clients in understanding client's medical needs, provide specialist recommendations and facilitate the appointment booking.
• Well verse with pre-authorization and issuance of Letter of guarantee process.
• Provide administration support, when necessary.

About You

• Diploma/Degree with 1-3 years of Customer Service delivery/ Insurance/ Medical Assistance/ TPA experience.
• Prior experience in premium healthcare service delivery, direct client engagement, and medical coordination management will be a distinct advantage
• Proficient in Mandarin to effectively communicate with Mandarin-speaking clients.
• A demonstrated track record of providing excellent service to clients in a multicultural, collaborative and team-oriented environment.
• Ability to assess Health insurance coverage, ascertain medical necessity, cost estimates and issue Letter of Guarantee for urgent/elective admissions.
• Excellent command in spoken and written English is required.
• Ability to proactively seek solutions while maintaining a calm disposition.
• A start-up attitude - you take full ownership of things that you do, willing to go out of your comfort zones 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!

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!