Job Description

Admin Administrative, Client & Customer Services

Prepare report, payment, letter issuance and administration documentation of all clients.

Ensure reasonable accuracy of data in reports submitted to internal and external client.

Ensure timeliness of report submission for daily, weekly, monthly, quarterly, and yearly reports as promised to client.

Assist Executive to reduce the error and minimize the differences especially in payment related administrative

documentations and manage reconciliation process with internal and external client on differences found.

Assist Executive to answer enquiries from client for issues regarding reporting, process/procedures and shortfall on

administrative issue

Assist Executive to support on ad-hoc project in department and other regional offices on issues such as problem solving,

claims backlog, data cleaning, and training

Assist Executive in prepare and analyse audit results, provide improvement suggestion to manager.

Assist Executive to ensure no delay in the provision of services and cases to be closed in a timely manner within the agreed

SLA.

Assist Executive to execute SOPs, best practices, ISO policies and ensure compliance with policies. This shall include

compliance of legislative requirement such as data protection and medical confidentiality.

Ensure internal customer requests / inquiries for retrieval of claim documents are well attended on timely manner.

Respond to clients' enquiries via phone calls, e-mails and faxes within agreed client SLA, offering appropriate solutions and

information.

To cross- expose to any other areas/ team intra or inter department, to take up any other tasks as deemed fit or as assigned

by the reporting supervisor when needed.

Quality Assurance, Training & Staff Management

Assist Executive to supervise, train, coach and monitor officers on job responsibilities.

To report the status of the quality levels of Officer and their competency level and identify the areas requiring enhancement.

To assist Manager to conduct audits of ISO policy and compliance of standards.

To assist Manager to solve specific training problems, either on a one- to- one basis or in groups.

To actively participate in regular team meetings, provide feedback and support to Manager for day-to-day operational related matters/ issues.

System, Infrastructure Maintenance & Risk Management

To report faulty to manager and work closely with IT for the maintenance and upkeep of systems ensuring day- to- day operation runs smoothly without interruption.

To be responsible for the readiness, reliability and stability of systems and systems related operating facilities.

To involve in risk management, which includes analysing, identifying, evaluating and estimating the risks which may affect the continuity of business.

To work closely with Manager to execute and initiate Business Continuity Plans (BCP).

Qualifications

Technical/ Functional Knowledge, Skills and Abilities

- Proficient in Microsoft applications and Outlook

- Good spoken and written communication skills are necessary for daily contact with customers, providers and inter-offices

- Proficient in both spoken and written English, Bahasa Malaysia & Chinese (Cantonese/Mandarin)

Education, Professional Qualifications and Experience

- Diploma/Degree in Admin Administrative or related field

- Knowledge in health insurance product in added advantage