Medical Services & Communications Specialist (1 year contract)

Medical Services & Communications Specialist (1 year contract)Location: SingaporeTime Type: Full-timePosted on: Posted 30+ Days AgoJob Requisition ID: 24050465Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.Prudential aims to play a larger role in the health care system as we deploy a focused strategy as an insurer that enables customers to access affordable health care by better managing health outcomes and controlling medical inflation. The Prudential brand is well recognized for our comprehensive health insurance products and service proposition. Singapore remains to be one of our top 4 health markets, and we have the ambition to become the most trusted Health partner across Asia. Our main focus is to enable Connected Care and expand our role in the customers’ online-to-offline health care journeys. We will achieve this through an asset-light partnership approach with other stakeholders in the health care system.The primary objective of this role is to deliver our commitments as a trusted partner to our customers in managing their health – where they enjoy great experiences with Prudential and have better outcomes as a result.Reporting to the Senior Manager, Network Relationship & Engagement, the individual will collaborate and proactively work with relevant internal and external stakeholders to ensure the success of the newly formed Health division. You will also support the healthcare customer journeys, manage the day-to-day operations of the Health Division by ensuring efficient and effective health business operations. This role is critical in providing a positive customer experience. You will ensure processes are well in place to deliver a smooth user journey for clients. You are also expected to collaborate with Health Analytics and Technology teams to ensure all data are accurately captured and prepare monthly reports for management presentations. You are required to regularly monitor actual spend and review the use of budget.Connected Care OperationsProject manage and work with cross-functional business stakeholders and other teams to ensure all Health – “Connected Care” campaigns run smoothlyEnsure all technology work requests and data extraction are accurate. Report issues and errors to relevant stakeholders and teams.Ensure operational success from start to end of campaign i.e., eligible customers receiving redemption letters, letters are sent to eligible customers, billing process, etcVerification of clients and issuance of campaign benefitsHandle all campaign enquiriesAbility to resolve issues when necessaryAbide by SOP and quality standards are maintained at all timesWork with internal PACS Datahub team to ensure all data extraction and ensure that weekly listings via email are accurateAssist in managing efficient and timely communications / updates to internal and external stakeholders i.e. healthcare clinics as appropriate and follow-up on other operational mattersReconciliation of utilized benefits and manage costs and arrange payment of vendorsLiaise with vendors such as healthcare provider clinics on all budget and operation management and maintain mode of frequencyEnsure healthcare clinics adhere to SOP and prompt payments are carried out. Make sure controls are in place (no PDPA issues, etc)Takes charge of all logistics and administration such as arranging courier to collect forms and letters from healthcare clinics, etcProvides periodic status updates to healthcare clinics and updates working file and backend systemHealth NPS (Net Promoter Score)Liaise with Customer Experience team to strategize how to uplift the Health NPS for the partner private panel healthcare institutions Business Office upon in-patient/day surgery admissionDefining quantifiable metrics and workflowsEnsure all collection of surveys are running smoothlyIn charge of all monthly NPS reporting for managementHealth Operations – Website, PRUaccess, Management PresentationsPrepare content for website, FAQs, microsites, newsletters, brochures, EDMs, social posts, PRUaccess (customer portal), etcCreate and design various layouts for website, slides, events such as Health Townhall, etcPrepare management slides for monthly reporting, ad-hoc for senior leadership presentations, etcPrepare write-ups in preparation for Innovation awards, or any external Health industry awards.Provide support to prepare presentation materials for regular management / partnership meetings as well as management reportingLiaise with vendors and all relevant stakeholders on website development and enhancementsHotline and Mailbox Enquiries:Answer general customer service queries by attending to hotline and email enquiries on our panel programInform clients on how to be eligible for the panel program, eligible benefits, and value-added servicesProvide backup support to daily operations in the event of staff annual/medical leaveAppointment Booking:Manage appointment booking hotline from Monday – Friday 8.30am – 5.30pmOnce an appointment request is received, a callback to the customer is required within 2 hoursCoordinate with partner healthcare institutions/clinics and customers to book a specialist appointment within 3 working days on a best effortSend a confirmation email to customers once the appointment has been madeAnswer inquiries via the central mailbox within the service level agreementCreate awareness and inform customers on how to be eligible for PRUPanel Connect benefitsSend monthly reports to partner healthcare institutionsEnsure quality assurance of customer data extracted by Technology teams is accurate, would require random checksLiaise with healthcare providers to coordinate General Practitioners (GP) appointmentsEnsure that billing between healthcare providers and PACS are in place via the payment gatewayReporting and KPIs:Set targets for all operational KPIsMonitor and ensure daily service level agreement for ticket resolution is metLiaise with Analytics lead to ensure that reports are ready for management reportingPrepare and send monthly reports to relevant stakeholdersSchedule meeting invites, prepare meeting materials and send out meeting minutes as well as documenting and following up on action items with the respective internal and external stakeholdersWho we are looking for:Competencies & Personal TraitsTeam leadTeam player and enjoys interacting with customersMeticulous, able to process backend systems with accuracyA keen learner and able to work independentlyFriendly, proactive and service-oriented individual with good interpersonal and communication skillsProblem-solving skills and a great team player who enjoys being in a target-driven teamWorking ExperienceAt least two years’ experience in a customer service capacityExperience in a communication roleWorks in a creative design agency is an added advantageProfessional QualificationsProficient in design, creating PowerPoint slides for presentation to managementMS Office such as PowerPoint, Word, and ExcelPhotoshop skills will be an added advantageEducationDegree holder or Polytechnic diplomaLanguageStrong command of the English language, written and spoken. And spoken in Mandarin as an added advantage

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