Job Description

Prudential\xe2\x80\x99s 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\xe2\x80\x99s 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 recognised 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\xe2\x80\x99 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 \xe2\x80\x93 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 Operations

• Project manage and work with cross-functional business stakeholders and other teams to ensure all Health \xe2\x80\x93 \xe2\x80\x9cConnected Care\xe2\x80\x9d campaigns run smoothly
• Ensure all technology work requests and data extraction are accurately. 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, etc
• Verification of clients and issuance of campaign benefits
• Handle all campaign enquiries
• Ability to resolve issues when necessary
• Abide to SOP and quality standards are maintained at all times
• Work with internal PACS Datahub team to ensure all data extraction and ensure that weekly listings via email are accurate
• Assist in managing efficient and timely communications / updates to internal and external stakeholders i.e. healthcare clinics as appropriate and follow-up on other operational matters
• Reconciliation of utilised benefits and manage costs and arrange payment of vendors
• Liaise with vendors such as healthcare provider clinics on all budget and operation management and maintain mode of frequency
• Ensure healthcare clinics adhere to SOP and prompt payments are carried out. Makes 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, etc
• Provides periodic status updates to healthcare clinics and updates working file and backend system

Health NPS (Net Promoter Score)

• Liaise with Customer Experience team to strategise how to uplift the Health NPS for the partner private panel healthcare institutions Business Office upon in-patient/day surgery admission
• Defining quantifiable metrics and workflows
• Ensure all collection of surveys are running smoothly
• In charge of all monthly NPS reporting for management

Health Operations \xe2\x80\x93 Website, PRUaccess, Management Presentations

• Prepare content for website, FAQs, microsites, newsletters, brochures, EDMs, social posts, PRUaccess (customer portal), etc
• Create and design various layouts for website, slides, events such as Health Townhall, etc
• Prepare management slides for monthly reporting, ad-hoc for senior leadership presentations, etc
• Prepare 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 reporting
• Liaise with vendors and all relevant stakeholders on website development and enhancements

Hotline and Mailbox Enquiries:

• Answer general customer service queries by attending to hotline and email enquiries on our panel programme
• Inform clients on how to be eligible for panel programme, eligible benefits and value-added services
• Provide backup support to daily operations in the event of staff annual/medical leave

Appointment Booking:

• Manage appointment booking hotline from Monday \xe2\x80\x93 Friday 8.30am \xe2\x80\x93 5.30pm
• Once an appointment request is received, a callback to customer is required within 2 hours
• Coordinate with partner healthcare institutions/clinics and customers to book a specialist appointment within 3 working days on a best effort
• Send confirmation email to customers once appointment has been made
• Answer enquiries via the central mailbox within the service level agreement
• Create awareness and inform customers on how to be eligible for PRUPanel Connect benefits
• Send monthly reports to partner healthcare institutions
• Ensure quality assurance of customer data extracted by Technology teams are accurate, would require random checks
• Liaise with healthcare providers to coordinate General Practitioners (GP) appointments
• Ensure that billing between healthcare providers and PACS are in place via payment gateway

Reporting and KPIs:

• Set targets for all operational KPIs
• Monitor and ensure daily service level agreement for ticket resolution is met
• Liaise with Analytics lead to ensure that reports are ready for management reporting
• Prepare and send monthly reports to relevant stakeholders
• Schedule 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 stakeholders

Who we are looking for:Competencies & Personal Traits

• Team lead
• Team player and enjoys interacting with customers
• Meticulous, able to process backend systems with accuracy
• A keen learner and able to work independently
• Friendly, proactive and service oriented individual with good interpersonal and communication skills
• Problem solving skills and a great team player who enjoys being in a target driven team

Working Experience

• At least two years\xe2\x80\x99 experience in a customer service capacity

• Experience in a communication role
• Works in a creative design agency is an added advantage

Professional Qualifications

• Proficient in design, creating PowerPoint slides for presentation to management
• MS Office such as PowerPoint, Word and Excel
• Photoshop skills will be an added advantage

Education

• Degree holder or Polytechnic diploma

Language

• Strong command of the English language, written and spoken. And spoken in Mandarin as an added advantage

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.

Prudential