AIA
Healthcare
HealthcareClientService,Advisor-12monthscontract
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Healthcare Client Service, Advisor - 12 months contract at AIA. Skills: Customer service, Complaint handling, Client relationship management. Handle enquiries and complaints. Manage complex cases”
What You'll Achieve.
Deliver reliable and thoughtful customer outcomes; Enhance the customer journey; Ensure smooth daily hotline operations; Drive high productivity; Drive operational efficiency; Drive service quality; Drive customer satisfaction; Ensure timely resolution; Ensure customer satisfaction; Ensure timely and accurate service delivery; Ensure effective and timely outcomes
Industry & Context.
Issue resolution; Complaint resolution; Problem solving
What They're Looking For.
Must Have
University/ College graduate, interpersonal skills, communication skills, analytical skills, Hands-on experience in customer service, complaint handling, Good team player, customer focused, Self-motivated, willing to take on challenges, able to work under pressure, Customer Centricity
Nice to Have
insurance knowledge, medical background, obtain the license of Insurance Authority (IA) (Paper 1, 2, 3 and 5), obtain the relevant license(s) if your job involves regulated activities
What You'll Do.
Handle enquiries and complaints
Follow through with agents and customers
Execute within empowerment guidelines
Support supervisor in identifying initiatives
Implement service improvement initiatives
Identify operational issues
Collaborate with PA Team
Collaborate with Claims Team
Collaborate with Contact Centre teams
Prepare hotline service reports
Analyze and evaluate log sheets
Manage and drive resolution of long-pending cases
Provide support on PA processes
Provide support on LOG processes
Maintain proper documentation
Maintain service logs
Maintain correspondence
Resolve complaints with business partners
Address complex issues with business partners
Be the Champion for staff engagement program
Perform other duties as assigned
How You'll Work.
Team & Collaboration
Collaborating across teams; Collaborates closely with PA Team; Collaborates with Claims Team; Collaborates with Contact Centre teams; Works closely with AIAHK business partners
Communication Scope
Customer communication; Agent communication; Partner communication
Full Job Description
**At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.** _It’s about finding new ways to not only better people 's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030._ _And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business._ **Sound like you? Then read on.** **About the Role** \- This role contributes to delivering reliable and thoughtful customer outcomes, creating meaningful impact for both customers and the wider community. The role holder is expected to embed a customer-first mindset in all decisions and actions by developing a deep understanding of customer needs, taking end-to-end ownership in resolving issues, including facilitating timely delivery of pre-authorization (PA) decisions to agents and customers, and collaborating across teams to continuously enhance the customer journey—both directly and indirectly. \- Handles enquiries and complaints from customers, agents, and medical partners related to all aspects of the insurance operations process (Medical Panel Services) via phone, email, and digital channels including WebChat and Video Chat. \- Supports the Manager in supervising the Client Service Team, ensuring smooth daily hotline operations while driving high productivity, operational efficiency, service quality, and customer satisfaction. **Roles and Responsibilities:** **Hotline Operation (80%)** * Handles enquiries and complaints from customers and agents across the full spectrum of medical insurance operations, including underwriting, prior authorization (PA) approvals, Letters of Guarantee (LOG), medical service booking and advisory, claims, and inpatient/out
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