Health Services Specialist (1 Year Contract)

About the role

Prudential's Health Services Specialist works within the Health Portfolio Management team, supporting customers and financial consultants through the PRUShield Claims Recovery process. The role guides customers in submitting claims to third-party insurers, promotes awareness of recovery claim benefits and ensures a smooth end-to-end experience. It reports to the Lead, Health Services and contributes to customer satisfaction and operational efficiency.

Key responsibilities

• Call center: conduct daily outbound calls to raise awareness of recovery claims, guide customers through the claims process, handle follow-ups after submission and manage assigned call leads.
• Admin support: arrange couriers, handle medical reports, scan and print documents, and track claim status.
• Email: respond to enquiries accurately and within SLA, categorise them in SAP, and escalate red flags to the team lead.
• Hotline: answer calls from customers and financial consultants, document interactions in the Life Asia system and aim for one-call resolution.
• Comply with customer data protection rules (PDPA) and attend product trainings and workshops.

Required profile

• Diploma or degree in healthcare administration, business or a related field.
• 3-5 years of customer service experience; 2 years in an outbound or inbound call center environment.
• 1-2 years in integrated shield or life insurance preferred; life insurance qualification preferred.
• Preferred: M5, M9 and HI qualifications; experience handling provider enquiries, contracts and agency relationships.

Required skills

• Strong communication, active listening and problem-solving skills.
• Ability to work with various software, systems and online portals.
• Attention to detail and commitment to daily targets such as call productivity, contact rate and claim success rate.