Aetna Customer Service Consultant (English and Mandarin speaking role) - 49773BR in Singapore, Singapore

Req ID: 49773BR

We are growing rapidly in Asia Pacific market and are actively looking for bilingual (English and Mandarin speaking) Customer Service Consultant role based in Singapore.

Responsibilities include:

Working within the Member Assistance contact center, investigate, consider and pre-authorize treatment globally. Professionally manage inbound and outbound telephone, fax and email correspondence with customers, brokers, suppliers and all other interested parties ensuring that appropriate and timely communication is maintained at all times. Complete eligibility verification, escalate medical information to Clinical Case Managers, determine coverage, identify discrepancies, and apply all cost containment measures including identification of opportunities for subrogation and recovery. Triage and prioritize caseload considering urgency, geographical location and service level. Take ownership for progression of own caseload, maintain communication, remove barriers, avoid delays. Follow appropriate escalation process for high dollar claims. Investigate claims for possible abuse and fraud. May facilitate training and coaching when considered topic subject matter expert. Escalate unresolved claims complaints and high costs claims to Service Delivery Leader for guidance. Continually work to improve best practices procedures and standards. Ensure compliance with requirements of regional compliance authority/industry regulator. Adheres to international privacy policies, practices and procedures. Strives to deliver consistently excellent customer service internally and externally.

Background/Experience Desired:

Previous experience in a Clinical or Medical Assistance Environment highly desirable Proven telephone customer service experience Highly beneficial to have worked in an insurance environment

Educational Requirements:

Clinical qualification would be high beneficial but not essential

Additional Information:

Working knowledge of Word, Excel, Email and Internet Competent typist Excellent customer service skills with a strong command of written and spoken English Good communicator with strong organizational and problem solving skills and ability to speak in Mandarin is highly preferred due to territory needs. #LI-BR1

Job Function: Customer Service