Operations Coordinator

About the role

As an Operations Coordinator, you will support medical assistance and customer support operations for an international health insurance provider. You will handle client requests, manage cases, coordinate with medical teams and providers, and ensure quality service delivery across multiple channels.

Key responsibilities

• Answer clients' requests by phone or mail and communicate in a timely manner throughout the case
• Ensure clients' requests are fulfilled by understanding their needs, eligibility, and coverage
• Select appropriate providers and deliver quality assistance services
• Proactively manage cases using the system and communicate with relevant departments
• Provide clients with advice and helpful recommendations
• Escalate and work on resolution of complex cases with your supervisor
• Handle hospitalization pre-approval by checking coverage eligibility and providing close case monitoring
• Coordinate with the in-house medical team to ensure costs are reasonable and customary
• Coordinate with the Assistance team to place letters ofguarantee to medical providers and local agents worldwide
• Process original invoices in the case-handling system and keep monitoring records updated daily

About you

• Bachelor's degree in Business Administration or equivalent
• 3 years experience in a customer-driven role
• Fluent in both written and spoken English
• Excellent communication, interpersonal and analytical skills
• Customer minded, flexible, and able to work under pressure
• Knowledge of Computer PC, MS-office, Internet, E-mail
• Willing to work in shift rotation including weekend shifts, working 4 days a week (3 days in followed by 3 days off) either from 7.30 am to 7.30 pm or 7.30 pm to 7.30 am

About us

APRIL International has specialized in providing innovative international health insurance solutions for over 30 years. We design, distribute, and manage insurance plans and assistance services for individuals and businesses worldwide. With teams operating across Asia, Europe, and the Americas, we are committed to ensuring our members have access to the best care, no matter where they are. As part of the APRIL Group, an insurance specialist with 3,000 staff members in 20 countries, we are dedicated to simplifying insurance and delivering exceptional customer experiences.

Benefits

• Training and coaching to become proficient in a sought after profession
• Integration into a dynamic and committed team of professionals
• Development and career opportunities in a fast-growing tech-driven company