Senior Manager, Network Operations

FIND YOUR 'BETTER' AT Blue Care
- We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us._
- We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives._

If you believe in better, we’d love to hear from you.

About the Role
- Managing the Network Operations team with the objectives of ensuring smooth daily operation of service hotlines to achieve the highest level of productivity, operations efficiencies, quality and customer satisfaction.
- Handle customer/agents/medical partners enquiries and complaints regarding all activities in insurance operation process.
- Work closely with Amplify Health to implement innovative solutions for FWA, value based contracting, and others.Responsibilities:
Support the team to deliver service and maintain smooth daily operation to meet service benchmark;
Handle customers/agents’ enquiries and complaints regarding all activities in medical insurance policy operation process such as Medical Service booking and advice, Claims and In/Outpatient arrangement

Monitor call traffic and arrange adequate workforce to meet service targets

Provide training to team in different aspects including product knowledge, system knowledge and telephone handling skills

Motivate, coach and develop staff to sustain high service level

Identify/implement the service improvement initiatives through system enhancement, process reengineering and etc.

Resource planning with relevant business parties

Deliver real time monitoring on the floor quality to avoid potential complaint and provides comprehensive and accurate solution

Identify the operation issue by monitoring the real cases and works closely with Approval Service / Claims / Contact Centre to offer long-term solutions

Prepare regular hotline service report and propose continuous improvement and help drive relevant parties to improve customer experience

Carry out investigation on complaint cases and strive to find a speedy/effective solution/service to customers’ concerns/requests on insurance products and services

Works closely with Business Partners to resolve the complaints and uncertain issues

Assist in the development of projects of Approval decision via PES & SMS, PA workflow for case management & Online booking request to provider instead Client Servicing Team to call provider

Review existing end-to-end Pre-approval customer journey and streamline as necessary in order to ensure consistency, accuracy of the service delivery and excellent customer experience

Monitor and closely work with other parties to ensure the smoothness of implementation by predefine target date

Perform coaching to team members and maintain its operation to meet with company’s requirement and standards

Being the Champion for staff engagement program

Performs other responsibilities and duties periodically assigned by the Senior Manager in order to meet operational and / or other requirements

Requirement:
University Degree in Business Studies, Health Administration or other relevant disciplines

Minimum 7 years’ experience in contact center operation; of which 4 years is in supervisory level

Strong interpersonal, communication and analytical skills

Hands-on experience in customer service

Strong leadership and highly customer focused

Strong insurance knowledge or healthcare background would be definitely an advantage

Self-motivated, willing to take on challenges and able to work under pressure

Required to have relevant license if as the job involves in regulated activities
- Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._