Medical Care Case Manager

Purpose of the Job

  • The healthcare case manageris animportant gateway to provide information on disease management and link the member to the appropriatehealthcare and support services in AXA
  • Key Accountabilities

  • Handle enquiries and help the members throughvarious communication channels (Hotline, Email, Webchat, voice, fax, electronicincluding email and instant messaging) using the high level of customer service and nursing expertise
  • Collaborate and liaise with relevant stakeholders (Hospital providers, specialists,internal counterparts and back office) to provide the high quality andcost-
  • effective interventions and for members’ healthcare needs

  • Handle caseassignments, draft service plans, review case progress and determine caseclosure
  • Record cases information, complete all necessary forms and produce statistical reportsaccurately
  • Handlecomplaints and provide professional advice and solutions on members’ requests
  • Contribute to achieve agreed SLAs and servicestandards
  • Develop, review and implement workflows,procedures and guideline to enhance operational efficiency
  • Qualifications

  • University graduate in healthcare discipline, preferably registered nurse
  • At least 5 years’ experience in customer services in healthcare or insurance industry
  • Proficient in both spoken & written English & Chinese, mandarin is an advantage
  • Excellent communication & interpersonal skills
  • Attentive to details and well-organized
  • Customer oriented, Independent with problem solving skills
  • Willing to learn and self-motivated
  • Proficient in MS office, excel and powerpoint
  • What We Offer

    We offer excellent career prospects and attractive remuneration package to the right candidates.

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