Operation Resources Augmentation

About the role

Operation Resources Augmentation role supporting case assignment, indexing, registration, and document assessment for Pre Authorisation Team in the insurance industry. The role involves managing case workflows, performing quality assurance activities, coordinating with internal teams on complex cases, and ensuring data integrity and compliance with operational requirements.

Key responsibilities

• Support case assignment for Pre Authorisation Team
• Support case indexing and registration for network pre-approval submissions received via the email channel
• Assess documents received from clients and organize them into the appropriate request categories based on the information provided
• Review request information, verify key details, document comments in the worksheet, and coordinate with the Underwriting and Issuance team on complex cases requiring expert analysis
• Perform quality assurance and audit activities by validating system outputs against client documentation and signature records, ensuring data integrity and compliance with operational requirements
• Create folders for claim cases by matching the correct Member Identification Number, compressing the files, and importing them into the system for task assignment
• Review and manage priority cases from the daily case report, and notify team so they are aware and can give these cases extra attention during processing
• Mail Management – Review and sort incoming emails, determine the required follow-up actions, verify member details when needed, update status and remarks in trackers, record key information, and ensure urgent or high-priority emails are handled promptly
• Daily case assignment from different sources (workflow system, email, internal logsheet and reports), ensure cases are assigned accurately and within agreed turnaround timelines
• Prepare and generate online shortfall/explanation letters for claims requiring payment from policyholders and covering letters to client

Requirement

• Bachelor's degree or equivalent qualification in any relevant field
• Proficient in both written and spoken English and/or Traditional Chinese
• Proficient in Microsoft Outlook and Excel
• Accuracy and Quality Control