Prudential’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.
As part of the Health Portfolio Management initiative, the PRUPanel Connect (PPC) programme was developed to provide our customers seamless access to quality and affordable healthcare. The PPC also provides a suite of value-added services (VAS) which include expedited appointment booking at our partner hospitals and their participating specialists, on-site concierge services and complimentary transport/ carpark vouchers in the event of day surgery or admission to hospital.
The primary objective of this role is to assist customers and financial consultants with enquiries related to PRUShield including third party recovery of claims from group insurers. In addition, the specialist must be customer centric and be able to create awareness of the benefits of submitting a recovery claim.
The role also requires you to provide on-site concierge services at the partner hospitals.
You are required to handle walk-in enquiries, Concierge hotline and reach out to eligible customers to educate them on PRUPanel Connect value-added services (mainly transportation vouchers) through SMS and phone calls.
Additionally, this role requires you to handle PRUPanel Connect email enquiries and act as a backup to facilitate appointment bookings.
This is an exciting opportunity for those keen on providing excellent customer service and on taking on a new challenge that will have a direct positive impact to our organisation’s bottom-line.
Job Description:
Concierge
- Provide on-site concierge services based at private panel hospital
- Provide appointment booking service at our panel specialists (back up)
- Ensure SOP are followed when issuing complimentary taxi/ parking vouchers to customers who qualify.
- Daily reporting to Medical Services Consultant on volume of walk ins at concierge.
- Make follow up calls/ send emails to confirm appointments booked at our partner hospitals and their participating specialists.
- Provide end to end support for each case handled.
- Ability to assist customers on their recovery claims process.
- Attend service and product trainings or any other trainings as and when required.
- Adhere to standard operating procedures for customer data privacy and protection.
- Provide Team Lead with feedback from customers and financial consultants.
- Adhere to company’s code of conduct.
- Processing of data entry for recovery payments
- Process recovery cheque payments and perform data entry into backend system
PRUShield Claims Recovery
- Ensure SOP are followed when handling outbound and inbound calls to customers at all times.
- Daily reporting to PRUShield Recovery Team Lead on call activity and outcomes.
- Provide end to end support for each case handled.
- Ability to assist customers on their recovery claims process.
- Attend service and product trainings or any other trainings as and where required.
- Adhere to standard operating procedures for customer data privacy and protection (PDPA).
- Provide Team Lead with feedback from customers and financial consultants.
- Adhere to company’s code of conduct.
- Provide administrative support such as arranging courier, collecting courier, scanning and printing documents.
Who we are looking for:
Competencies & Personal Traits
- Friendly, proactive and service oriented
- Team player and enjoys interacting with customers
Working Experience
- At least two years’ experience in a customer service capacity
- One to two years’ experience in integrated shield/ life insurance/ claims will be advantageous
Professional Qualifications
- Life insurance qualifications – Certificate in Life & Health Insurance will be an added advantage
Education
- Poly diploma, GCE A level or relevant work experience
Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.